Back to jobs

Director of Customer Success

Seattle, Washington, United States

Hubble Network was founded with the intention of delivering on the promise of what Internet-of-Things (IoT) was supposed to be. We're building a global Bluetooth network dedicated to machine-to-machine connectivity. We differentiate ourselves as the first modem-less and gateway-less, direct-to-satellite network from off-the-shelf BLE chips. Hubble is ideal for applications in logistics, AgTech, and maritime where economies of scale for volume consumer and enterprise asset tracking is a priority. Our goal is to be the first billion-endpoint-connected network in the world.

Hubble is an early-stage, venture-backed startup supported by some of the best investors in the world. In their previous lives, the founding team has been successful in raising $100s of millions in venture funding, developing the Amazon Sidewalk network, launching billions of dollars of space assets, and leading their teams to successful exits, both through acquisition and IPO. We are now looking to bring on talented team members who are the best at what they do to help us make Hubble a reality for the world.

As as the Director of Customer Success, you will be responsible for:

Key Responsibilities

  • Department Building:
    • Develop and execute the vision, strategy, and roadmap for the Customer Success and Account Management function.
    • Define and implement processes, workflows, and best practices to ensure an outstanding customer experience.
    • Evaluate, select, and implement tools and relevant technology platforms to support customer success operations, with a preference for leveraging HubSpot.
  • Customer Success Strategy:
    • Own customer onboarding, engagement, and retention strategies to maximize customer satisfaction and lifetime value.
    • Establish and track key performance metrics, including NPS, retention rates, upsell/cross-sell opportunities, and time-to-value.
    • Develop and manage the process for handling inbound tickets, including vetting, onboarding, and customer intake questionnaires.
    • Lead Quarterly Business Reviews (QBRs) with Customers: Discuss performance, address challenges, and identify growth opportunities to align on goals and enhance customer retention.
    • Create and manage FAQs, knowledge centers, and self-service tools to support customer onboarding and ongoing success.
  • Customer Relationships:
    • Act as the primary advocate for customers, building strong relationships with key accounts and ensuring their success.
    • Create scalable communication and engagement strategies to foster customer loyalty and advocacy.
  • Team Leadership:
    • Hire, mentor, and lead a high-performing team of Customer Success and Account Management professionals.
    • Establish a team culture of accountability, collaboration, and continuous improvement.
  • Cross-Functional Collaboration:
    • Work closely with Product, Sales, and Engineering to ensure customer feedback is incorporated into product development.
    • Partner with Sales to identify expansion opportunities and drive revenue growth through upsell/cross-sell initiatives.

This is an Onsite/Hybrid Position.

AN IDEAL CANDIDATE HAS

  • A Sense of Urgency:  Lead projects from concept to reality, rapidly and effectively
  • First Principles Engineering:  Have a strong understanding of the whys behind the whats; have the ability to extrapolate from first principles to complex system design
  • High Learning Agility:  Love to learn; have a grounded approach to recognizing your weaknesses and take the initiative to brush up on and sharpen your engineering foundations to better collaborate with your teammates with different backgrounds 
  • System-Level Design and Analysis:  Understand the requirements flow down process and be able to quickly iterate on evolving requirements  
  • Excellent Communication Skills:  Effectively convey ideas and communicate technical topics with engineering, build team, and operations; run self-directed design reviews and participate in reviews of parallel systems
  • Anticipation of Needs:   Identify problems, think creatively, and rapidly produce reliable and cost-effective solutions to meet the ever growing and changing needs of an early-stage company

BASIC QUALIFICATIONS

Experience:

  • 7+ years of experience in Customer Success, Account Management, or a related role, with 2+ years in a leadership or management position.
  • Proven track record of building and scaling Customer Success or Account Management teams, ideally in a Series A/B2B SaaS start-up environment.

Skills & Knowledge:

  • Expertise with Hubspot for managing customer relationships, workflows, etc. 
  • Curiosity for Next Gen CRM platforms and other account management tools and platforms (e.g. Pylon, Salesforce, etc) for managing customer relationships and workflows.
  • Strong understanding of B2B SaaS customer lifecycle management, including onboarding, adoption, and retention.
  • Analytical mindset with experience using data to inform decisions and measure success.
  • Stood up/experience with  Foundational Process, Workflows and Teams within Account Management
  • Dedicated White Glove Service 
  • Customer Obsession
  • Data and Metric Driven 

Leadership & Collaboration:

  • Exceptional leadership skills, with a passion for mentoring and growing a team.
  • Strong cross-functional collaboration skills to align teams and initiatives around customer success goals.

Soft Skills:

  • Excellent communication and interpersonal skills.
  • Ability to thrive in a fast-paced, dynamic start-up environment.
  • Customer-centric mindset with a proactive problem-solving approach.

COMPENSATION & BENEFITS

đź’° Salary: $166K - $210K/year (commensurate with experience)
🩺 Comprehensive Benefits – Health, Dental, Vision, & HSA options
🌍 Unlimited PTO 
🚇 Commuter Benefits (if working from HQ)
🎓 Learning & Development Allowance
đź’Ş Health & Wellness Stipend
🌎 Sabbatical Program – Recharge and explore new ideas
🛠 Cutting-Edge Space Tech – Work on state-of-the-art satellite systems

 

ITAR REQUIREMENTS

Hubble is required by the U.S. Government to comply with various space technology export regulations including the International Traffic in Arms Regulations (ITAR).  All applicants must be a U.S. citizen, lawful permanent resident (“green card holder”) as defined by ITAR (22 CFR §120.15). 

 

Hubble is committed to creating a diverse environment and is proud to be an equal opportunity employer. Each individual has the right to work in a professional environment that promotes equal employment opportunity and prohibits discriminatory practices, including harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Seattle Washington

Washington Pay

$166,000 - $210,000 USD

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter*

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...

This position is located in Seattle, WA.

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Hubble Network’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.