Senior Manager, Scaled Contract Management

HubSpot, Inc.

Job Overview

Location

Flex - Dublin, Ireland

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Manager of Scaled Contract Management at HubSpot, you will lead a critical function responsible for managing billing, contract, and renewal inquiries for 100,000+ customers across EMEA and APAC, directly impacting customer retention, product adoption, and revenue growth at scale.
• You will oversee and develop 5 managers and 50 individual contributors who serve as the primary point of contact for scaled customers, ensuring timely resolution of contract and billing issues while driving value realization and delightful renewals through consultative, data-informed engagement.
• Your role sits at the intersection of customer success, operations, and commercial strategy, where you will partner with leaders in Scaled Customer Success, Marketing, and Product to design and execute strategic initiatives that improve renewal rates, reduce churn, and increase expansion opportunities across high-volume customer segments.
• You will build a high-performing, agile team culture rooted in HubSpot’s HEART values — Humility, Empathy, Adaptability, Remarkability, and Transparency — fostering psychological safety, continuous learning, and accountability in a fast-paced, AI-enabled environment where ambiguity is the norm and innovation is expected.
• Through coaching, performance management, and career development, you will empower your managers and ICs to strengthen their consultative skills, deepen their understanding of HubSpot’s product ecosystem, and grow into future leaders — while you refine your own expertise in scaled operations, change management, and customer lifecycle optimization.
• You will lead the analysis of customer behavior, contract data, and usage patterns to identify at-risk accounts early, trigger proactive interventions, and refine processes that increase efficiency without sacrificing customer experience — turning operational insights into scalable plays that drive measurable business outcomes.
• You will champion the integration of digital engagement strategies, usage-based risk models, and automation tools to streamline workflows, reduce manual effort, and enable your team to focus on high-value, human-centric interactions that build trust and long-term loyalty.
• You will act as a strategic liaison between frontline teams and senior leadership, translating customer feedback and operational challenges into actionable recommendations that influence product, pricing, and policy decisions across the organization.
• You will drive goal alignment across your team, ensuring individual and team objectives are tied to HubSpot’s broader customer growth and retention targets, while fostering a culture of experimentation where unique, creative solutions are encouraged to solve complex, evolving customer needs.
• You will help shape the future of scaled customer management at HubSpot by establishing best practices, documenting playbooks, and mentoring the next generation of leaders who will carry forward the mission of helping customers grow better — sustainably and at scale.

🎯 Requirements

• Proven experience managing managers and individual contributors in a high-volume, customer-facing environment, preferably within SaaS, technology, or customer success operations.
• Demonstrated ability to coach and develop talent through performance feedback, career planning, and skill-building initiatives that improve both individual and team outcomes.
• Strong analytical skills with experience interpreting customer, contract, and usage data to identify trends, predict risk, and inform operational improvements.
• Familiarity with contract lifecycle management, terms of service, billing structures, and renewal processes, particularly in subscription-based or usage-based business models.
• Excellent communication and negotiation skills, with the ability to articulate complex commercial concepts clearly and influence stakeholders at all levels.
• Experience working in or with scaled customer management workflows, digital engagement strategies, or AI-enabled customer operations environments.

🏖️ Benefits

• Comprehensive health, dental, and vision insurance plans, including mental health support and wellness programs designed to support holistic employee well-being.
• Generous paid time off, including vacation, sick leave, and parental leave, plus company-wide recharge days to promote rest and prevent burnout.
• Access to HubSpot’s industry-leading learning and development resources, including internal training, certifications, tuition reimbursement, and opportunities to attend conferences and workshops.
• Hybrid work flexibility in Dublin, allowing you to balance office collaboration with remote work autonomy, supported by HubSpot’s intentional culture of connection and inclusion.
• Equity participation through stock options or RSUs, aligning your long-term success with HubSpot’s growth and mission.
• A vibrant, inclusive workplace culture recognized globally for excellence, with active employee resource groups, diversity initiatives, and a commitment to belonging for all.

Skills & Technologies

Senior

Remote

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HubSpot, Inc.

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About HubSpot, Inc.

HubSpot is a developer of cloud-based CRM software for marketing, sales, customer service, and operations. Founded in 2006 and headquartered in Cambridge, Massachusetts, the company offers integrated tools that help businesses attract visitors, convert leads, close deals, and manage customer relationships. Its platform includes email automation, content management, analytics, and AI features, serving over 194,000 customers in more than 120 countries.

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