Associate Renewal Manager, Scaled - HUB Level: 3 - Career Track: Amplify Track Role Summary Our mission at HubSpot is to help millions of organizations grow better. As a Scaled Contract Manager, you’ll play a critical role in protecting retention and driving successful renewals across HubSpot’s scaled customer segment. You’ll manage a high-volume book of business, identifying customer risk early, guiding customers through renewal conversations, and ensuring contract accuracy from start to finish. This role blends consultative customer engagement with contract and commercial ownership in a fast-paced, digital-first environment. What You’ll Do - Identify customer health risks across your install base, with a focus on usage, adoption, and friction in the customer journey - Own the renewal lifecycle from early risk identification through contract execution, ensuring clarity, accuracy, and timeliness - Lead renewal and commercial conversations, including negotiation and documentation of outcomes - Engage customers through email, phone, and virtual meetings with clear, outcome-focused communication - Help customers understand how HubSpot usage, configuration, and contract terms align to their business goals - Diagnose customer challenges and provide structured, actionable recommendations to improve adoption and value realization - Partner with Support, Sales, Quote-to-Cash (QTC), and GTM teams to escalate issues and close the loop on resolutions - Leverage HubSpot tools, systems, and AI-enabled workflows to manage a high-volume book efficiently - Maintain accurate customer health signals, engagement history, and renewal readiness data in HubSpot systems What You’ll Bring Required Qualifications - 1–3 years of experience in Customer Success, Contract Management, Account Management, or another customer-facing SaaS role - Comfort leading customer conversations involving renewals, negotiation, or complex topics - Ability to diagnose customer goals and challenges and provide clear, structured recommendations - Strong written and verbal communication skills, especially in renewal and contract-related discussions - Ability to manage multiple customer engagements in a high-volume, fast-paced environment - Comfort interpreting usage, adoption, and customer health metrics to guide prioritization - Ability to learn software quickly and coach customers toward effective product adoption Nice-to-Have Qualifications - Prior experience owning renewals or commercial conversations - Familiarity with scaled customer success or usage-based risk models - Exposure to inbound marketing, sales, or business operations concepts - Experience working with CRM-driven workflows or automation Pay & Benefits The cash compensation below includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are tailored to your skills, experience, qualifications, and other job-related reasons. This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy. Benefits are also an important piece of your total compensation package. Explore the benefits and perks HubSpot offers to help employees grow better. At HubSpot, fair compensation practices aren’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community. Annual Cash Compensation Range: $64,000—$96,000 USD We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you. If you need accommodations or assistance due to a disability, please reach out to us using this form. At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events, such as your Product Group Summit and other gatherings, to continue building on those connections. If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here. India Applicants: link to HubSpot India's equal opportunity policy here. About HubSpot HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers. At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow. We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too. Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world. Explore more: - HubSpot Careers - Life at HubSpot on Instagram HubSpot may use AI to help screen or assess candidates, but all hiring decisions are always human. More information can be found here. By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. Refer to HubSpot's Recruiting Privacy Notice for details on data processing and your rights.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves supporting daily operations, managing customer communication, and driving revenue through efficient lead handling and follow-ups. - Respond quickly and professionally to inbound leads from Meta, Google, and direct calls. - Manage Housecall Pro CRM: schedule appointments, update records, and coordinate changes with operations. - Handle client calls and messages, resolving questions and common concerns. - Process payments, send invoices, and follow up on outstanding or failed transactions. - Conduct post-service follow-ups to confirm satisfaction and encourage repeat bookings. - Re-engage inactive clients (6+ months) to drive repeat business. - Monitor and respond to online reviews to maintain a strong reputation. - Provide light inbound sales support, including answering pricing questions and scheduling estimates (training provided). - Excellent spoken and written English with a neutral, US-friendly accent. - Strong emotional intelligence with the ability to handle client concerns calmly, patiently, and empathetically. - Proven experience in inbound sales, customer service, appointment setting, or administrative support within a service-based business. - Comfortable asking for payment and guiding customers toward appropriate service packages when needed. - Highly responsive with strong speed-to-lead discipline. - Organized and detail-oriented, able to manage multiple tasks and priorities simultaneously. - Proactive communicator who works independently and flags issues without being prompted. - Comfortable representing a local U.S. business in a natural and trustworthy manner. - Available full-time (40 hours per week) during U.S. Central Time business hours. - Reliable high-speed internet connection and a quiet, professional work environment for calls. Qualifications - Experience using CRM systems (Housecall Pro experience is a strong big plus). - Experience working with commission-based compensation structures. - Prior experience in home services (window cleaning, HVAC, plumbing, landscaping, etc.). - Familiarity with field service management software. - Basic proficiency in tools such as Google Workspace, Canva, or similar platforms. Benefits - Competitive USD salary – Earn between $1,200–$1,500 per month, based on experience and skill level. - Performance-based bonuses – Additional monthly incentives for meeting sales or performance targets (where applicable). - Remote flexibility – Work from home while collaborating with U.S.-based teams. - Long-term opportunity with growing service businesses.

HOW YOU’LL MAKE AN IMPACT As an Intern, Technical Customer Service, you will contribute directly to the work of the Technical Customer Service team by supporting real projects that impact our organization and mission. You will report to Director, Technical Customer Service, and collaborate with teams such as Operations, Marketing, HR, Finance, and Technology. During this internship, you will focus on the following problem, opportunity, or research question: How can we better understand the types and drivers of customer support cases in order to identify trends, improve our service processes, and proactively prepare for organizational milestones or events that require increased customer support? This work will support our priority “Advance the digital maturity of products, services, and systems” and help inform future decisions, policies, or improvements. You will also: - Gain hands-on experience working on meaningful initiatives - Develop professional and technical skills - Partner with experienced professionals across teams - Lead a defined project with measurable outcomes Expected Outcomes By the end of the internship, you are expected to deliver: - Comprehensive Case Type Analysis Report: - A research report summarizing findings from a review of customer support case data (including a focused analysis of SPAM case types), and key trends identified across case categories. - Actionable Recommendations Framework: - A prioritized list of recommendations and process improvement suggestions—developed based on data analysis and stakeholder (SME) engagement—for improving customer support and anticipating needs for upcoming 2027 projects and organizational milestones. - TCS SharePoint - Complete and optimize the TCS SharePoint site by organizing resources, updating documentation, and ensuring easy access for customer support team members. - Customer Support Milestone Planning Toolkit: - An updated support plan template or toolkit to guide the customer support team’s participation in future organizational milestones or major events (incorporating lessons learned, best practices, and process documentation). - Final Presentation for Intern Showcase: - A professional presentation summarizing research, analyses, and recommendations shared with stakeholders and leadership at the end of the internship. KEY LEARNING AREAS AND RESPONSIBILITIES - Analyze and support customer support processes and case management workflows to improve response efficiency, issue resolution rates, and customer satisfaction - Conduct research on customer case types, trends, and support needs (including SPAM case analysis) and summarize findings for internal stakeholders. - Collaborate with Customer Support, Product, and Subject Matter Experts (SMEs) to gather insights and coordinate deliverables - Track progress and document work using Excel, Salesforce, and internal documentation tools (SharePoint & Notion) - Develop reports, presentations, and written materials for leadership and partners - Participate in team meetings, project reviews, and learning sessions - Support data collection, evaluation, and quality assurance activities - Contribute to improving internal documentation and workflows - Maintain accurate records of weekly hours worked - Prepare and deliver a final project/research presentation PREFERRED QUALIFICATIONS Experience - Prior internships, research projects, volunteer work, or relevant coursework in n customer service, data analysis, business, information technology, or a related field Education - Currently pursuing or recently completed a Bachelor’s degree or associate’s degree in Business, Information Systems, Computer Science, Data Analytics, or a related discipline. Technical Tools - Familiarity with: - Excel or Google Sheets - Customer support ticketing systems (e.g., Zendesk, Salesforce, Freshdesk) - Documentation and collaboration tools (e.g., Google Docs, Confluence, Microsoft Office) Skills - Analytical and critical thinking - Written and verbal communication - Organization and time management - Research and data interpretation - Collaboration and adaptability BENEFITS OF INTERNING WITH USGBC/GBCI - Exposure to organizational leadership and cross-functional teams - Networking opportunities in the built environment and sustainability sectors - Weekly check-ins with internship supervisor for regular feedback and coaching - Structured onboarding and training - Participation in the Intern Showcase - Remote work flexibility - Resume-building, portfolio-quality work - Access to O365 and USGBC/GBCI resources - Mandatory weekly educational sessions with subject matter experts INTERN LOGISTICS Location: This position is remote in the United States. Work Schedule: Monday to Friday from 9:00 AM to 5:30 PM in the intern’s time zone. Note: Interns are not compensated for holidays or personal time off. Hiring Process: - One interview - Two professional references required for finalists Internship Cohorts: - Cohort 1: June 1st , 2026 to August 21st, 2026 - Cohort 2: June 22nd, 2026 to September 11th, 2026 If you have vacation scheduled where you will be absent for more than 5 days, we encourage you to not apply. Compensation: Hourly rate: $20–$25 per hour, based on education and experience. Compensation is determined using an internal intern pay matrix and is not negotiable. EEO STATEMENT The U.S. Green Building Council is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, age, sexual orientation, gender identity or expression, disability status, protected veteran status, or any other characteristic protected by law. ABOUT US U.S. Green Building Council (USGBC) is a mission-driven nonprofit dedicated to accelerating and scaling the transformation of the built environment. Through LEED—the world’s most widely used green building rating system— and initiatives likes Greenbuild, the Center for Green Schools and advocacy, USGBC empowers professionals to drive market transformation that advances human and environmental health, climate resilience, and equity. Green Business Certification Inc. (GBCI) is the world’s leading sustainability and health certification and credentialing body, independently recognizing excellence in performance. GBCI administers project certifications and professional credentials and certificates including LEED, EDGE, PEER, PERFORM, SITES, TRUE Zero Waste, and IREE. We are proud to be globally recognized for our leadership in green building, environmental performance, and sustainable development. Our Global Impact - Over 120,000 LEED-certified commercial projects worldwide - Millions of square feet of certified healthy, efficient, low-carbon space - Recognition in 180+ countries for innovation in green building and business practices Why Join Us? At USGBC and GBCI, you’ll work alongside passionate, mission-aligned professionals who care deeply about people, the planet, and progress. We offer: - A purpose-driven, inclusive culture - Opportunities to grow your career and take ownership of meaningful work - A chance to make a measurable impact on global sustainability efforts - We’re seeking team members who thrive in collaborative environments, are committed to excellence, and want to build lasting partnerships that drive change in the built environment. Meet Our Leaders and Learn More about our Mission: - U.S. Green Building Council Leaders - Green Business Certification Inc Leaders Culture and Values Statement Working together, each of us advances our mission by respecting all voices, trusting and supporting one another, excelling through collaboration and accountability, and continuously improving ourselves and our organization.

Role Description - Become proficient in core applications in the Advarra product suite, their points of integration, and the problems each product solves for a customer. - Develop an understanding of customer processes and standard operating procedures. - Gain knowledge of clinical research workflows to support understanding and context of customer questions. - Facilitate troubleshooting and communication across multiple teams to provide customers with effective solutions quickly. When a solution is not readily available, collaborate with other internal resources. - Develop good working relationships and build trust with customers. - Customer contact, mainly email and web tickets; and phone/zoom meetings as needed. - Contact customers to resolve queries as needed via email, calls or online meetings. - Document information in ticketing system and provide the customer with information and updates. - Serve as a liaison between the customer and Advarra teams, such as software development, product management, project management, etc., to resolve issues. - Demonstrate responsiveness and sense of urgency in all customer interactions. - Serve as an internal escalation point for customer issues. Function as a customer advocate during these escalations, assigning specific action items to other team members as necessary to deliver timely resolutions. - Stay current with application updates and demonstrate new functionality to customers. - Work closely with the Project Managers to set up the individual portals at project set-up phase by adding documents, users, etc. - Control all user access to the portals (both internal Advarra staff access and customers). - Provide usage reports for the portals and Zendesk as requested. - Update and maintain customer support process documents and SOPs. - Assist with the training and mentoring of new hires. - Meet professional obligations through efficient work habits such as effective timekeeping, meeting deadlines, honoring schedules, and demonstrating respect for others. - Perform other job-related duties as assigned. Qualifications - High school degree. - Effective communication skills, including listening, writing, and speaking. - 1-3 years of experience providing product/customer support. - Demonstrated technical/troubleshooting knowledge and skills. Requirements - Proficiency with MS Office (Word, Excel, and PowerPoint). - College degree or equivalent experience. - Strong time management skills and ability to effectively manage multiple priorities. - Previous experience within the software industry or clinical research is preferred. - Experience using Zendesk and Atlassian JIRA would be beneficial. - Strong analytical, problem-solving, and interpersonal skills. - Ability to translate customer requirements into product functionality and design. - Ability to work independently and integrate into a team environment. - Flexibility - will need to cover weekends or Public Holidays as requested. Physical and Mental Requirements - Sit or stand for extended periods of time at stationary workstation. - Regularly carry, raise, and lower objects of up to 10 Lbs. - Learn and comprehend basic instructions. - Focus and attention to tasks and responsibilities. - Verbal communication; listening and understanding, responding, and speaking.