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      HubSpot doesn’t care about its service org - Customer Success Manager HubSpot Employee Review

      1.0
      May 31, 2019
      Customer success manager
      Recommend
      CEO approval
      Business Outlook

      Pros

      The unlimited vacation and office perks like the barista are nice. My coworkers were smart and hardworking. Cross-collaboration - although strained from growing pains - is still achievable with the right channels.

      Cons

      HubSpot’s Customer Success org is struggling. They’ve had high burnout in this role due to larger than average customer ratios (think 1:200+ in a bad quarter) and impossible targets. You can only offer a certain level of service at those ratios, which makes it impossible to hit target. This leads to high turnover rates, which causes even higher ratios. Instead of solving the problem, managers blame it on Customer Success Managers not working hard enough and don’t take the concerns of over half of the org seriously, which leads to higher burnout and higher turnover. You see where I’m going with this. Customers can feel the stress in this org, too. HubSpot’s a good name to have on your brand, but if you need a job only stay for a year and then move on. The “Best Place to Work” award doesn’t apply to the Customer Success role. There’s a reason why there’s always a “Customer Success Manager” position open, and it’s not because they’re growing in this space (they’re actually trying to cut down on overall headcount in services). Did I mention lower than average industry pay, too?

      avatar
      HubSpot Response
      7y
      This was a tough review to read, but thanks for sharing your perspective. A few notes: -The CS org is still very much growing to support our customers--I'm not sure when you left, but I think you would see/hear a lot of things this year that support our customers and the CS team more broadly in terms of enablement -Glad to hear you still feel cross-collaboration is possible in the org, I would agree, and I think we are contuing to invest on that front across product and services, services and sales, and other key groups throughout the organization. -On compensation and ratios, we are always benchmarking those roles against current data, but appreciate the feedback and will continue to keep it top of mind. Thanks for the feedback, it helps us grow better. -Katie

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      5.0
      May 4, 2026
      Marketing specialist
      Recommend
      CEO approval
      Business Outlook

      Pros

      Work life balance Lovely colleagues Good salary pay out

      Cons

      Disruptions of ai - Saaspocalypse How the company pivot in the next 1-2 years will be crucial

      2.0
      May 22, 2026
      Individual contributor
      Recommend
      CEO approval
      Business Outlook

      Pros

      The teams you work with are phenomenal. The knowledge combination between an internal customer facing teams, engineering product development teams, and Sales are unmatched.

      Cons

      Excessive use of PIPs to oust employees after multiple high revenue launches, with no explanation, actual documentation, or factual data. Reviews have been adjusted to allow for terminations post pre-approved leaves. Salaries are a joke. You are always in a cover yourself mode 24/7. Management reviews are consistently a 2 or 3 out of 5 no matter what. If a team decides you aren’t in the group, management will put you on a “unofficial” PIP without telling you, in order to surprise you at a later date. Even if they are unfounded. Beware of possibility of negative backlash post launches. They will feel the need to assign blame ( such as for timelines or issues related to bugs). Regardless of performance or level of involvement. This is an enormous company with many large paths for career advancement. But micro management is rampant, leaving little room for doing the daily expectations of your actual role. This degrades your opportunities for career advancement.

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