Skip to contentSkip to footer
      employer cover photo
      employer logo
      employer logo

      HubSpot

      Engaged employer

      HubSpot reviews

      Revolving Door of Employees in Services Org - Customer Success Manager HubSpot Employee Review

      1.0
      13 Mar 2019
      Customer success manager
      Recommend
      CEO approval
      Business outlook

      Pros

      Awesome Diversity & Inclusion events and initiatives. Ample opportunities for inter-company networking. Good benefits and perks, such as: stocked kitchen with healthy food options, barista bar, etc. Friendly employees across all departments.

      Cons

      Unfortunately, the environment in the Customer Success team does not align with the culture that HubSpot so proudly promotes. More often than not, CSMs work an unrealistic and unhealthy amount of hours in order to keep afloat. It is common to witness CSMs trying to one up one another by highlighting how much administrative work they accomplish in one business day and how quickly they manage their call volume and overall workload. These tendencies were then encouraged by management rather than focusing on the quality of our efforts with customers. HubSpot endorses that their staff “work smarter, not harder”, but these rituals are both toxic and taxing. A majority of the Customer Success Manager’s job is to juggle the sheer volume of new customers, which unmanageable long term. There are far too many administrative tasks and unnecessary meetings, which distract from “Solving for the Customer” and allow for less time to be spent on the critical component of relationship building with our customer base.

      avatar
      HubSpot Response
      7y
      Thanks for taking the time to write a review, and sorry to hear that we let you down with your overall HubSpot experience. As you may already know, we have new leadership in Services and with it is a renewed focus on customer-centricity and creating a culture and environment that really helps our whole success org focus on the customer or partner. My hope is that some of the key investments we are making in operations can allow CSMs to truly solve for the customer. The Services team and People Ops team are partnering to work on some upward feedback surveys around management and leadership that I hope will address some of the concerns you outlined, but if you want to connect to share feedback directly with our team on your experience, we'd love to make time to make that happen offline if you're open to doing so. Regardless, thanks for taking the time to share your feedback-even when it's not fun to read it helps us learn and grow better as an organization. Sincerely, Katie

      Explore other reviews about HubSpot

      5.0
      30 Apr 2026
      Account executive
      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
      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.

      15
      See reviews by: Helpful|Rating|Date|All
      Related searches: HubSpot jobs | HubSpot salaries | HubSpot benefits | HubSpot interviews | HubSpot conversations
      HubSpot reviewsHubSpot Customer Success Manager reviewsHubSpot review