Not what it used to be - Senior Customer Success Manager (CSM) HubSpot Employee Review

3.0
2 Oct 2025
Recommend
CEO approval
Business outlook

Pros

Great teammates Great product in the marketplace to support customers with their companies Good Health Insurance

Cons

Inconsistent goals & metrics Challenging landscape for CSMs to support customers successfully Solving for the customer is a thing of the past

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HubSpot Response
8mo
Thanks for taking the time to share your feedback. We’re really glad to hear you value your teammates, our product, and benefits. We also recognize that shifting priorities and metrics can sometimes be challenging. Solving for the customer remains core to HubSpot’s mission, and we’re focused on ensuring every CSM has the clarity, tools, and support needed to make that possible. Thanks for all that you do and for the impact you’ve had on our customers.

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5.0
30 Apr 2026
Recommend
CEO approval
Business outlook

Pros

HubSpot is a great product especially with all the addons

Cons

Need better training into each hub.

2.0
22 May 2026
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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