Lead CS Technical Skills Program Manager

HubSpot•Cambridge, MA

About The Position

The HubSpot Go-to-Market Enablement team is looking for a talented Program Manager to join our Global Programs team. The primary responsibility of the Technical Skills Enablement Program Manager is to build the technical expertise foundation that enables our Customer Success teams to confidently troubleshoot, resolve, and guide customers through complex technical challenges in an AI-driven support environment. In this role, you will work collaboratively with Customer Support trainers, CS leadership, Product, and Engineering teams to identify critical technical skill gaps, develop foundational technical learning content, and establish scalable technical competency frameworks. You will partner closely with existing support trainers to enhance—not replace—their current technical training initiatives, providing them with deeper technical resources and frameworks they can adapt for their teams. You will orchestrate the enablement resources available to you (instructional designers, technical SMEs, external vendors, and support trainers) to ensure we are building highly effective technical learning experiences that result in faster issue resolution, reduced escalations, and increased customer satisfaction. We are looking for a technically proficient, collaborative, and strategically-minded individual who deeply understands HubSpot's technical architecture and can translate complex technical concepts into accessible learning experiences for diverse CS audiences. In this role, you'll get to: Conduct technical skills gap analysis across Customer Support, PreSales, and Strategic CSM roles to identify priority areas for technical enablement investment, with particular focus on APIs, system architecture, troubleshooting methodologies, and emerging technologies like AI/MCP. Design and develop foundational technical training content that support trainers can adapt and deliver to their teams, covering areas such as Chrome dev tools, HTML/CSS comprehension, debugging techniques, integration troubleshooting, and technical system architecture. Partner strategically with existing support trainers to enhance current technical training initiatives, establishing clear collaboration frameworks and communication cadences. Evaluate, select, and manage vendor relationships for specialized technical training solutions, simulation environments, and assessment platforms that enable hands-on practice with complex technical scenarios. Develop technical competency frameworks in partnership with CS leadership to establish consistent technical standards tied to growth. Research and scope emerging technical domains where existing trainers may lack expertise (e.g., AI agents, advanced integrations, new product technical capabilities), providing foundational knowledge development and enablement strategies. Create scalable technical enablement strategies that integrate into broader CS programs (onboarding, ongoing skill development, manager enablement, launch enablement) and show measurable impact on technical ticket resolution, escalation rates, and team confidence. Translate complex product technical features into clear troubleshooting guides, diagnostic frameworks, and learning experiences that enable support teams to resolve customer issues independently. Maintain and enhance on-demand technical resources in learning systems to ensure CS teams have access to current technical documentation and troubleshooting tools. Establish KPIs and measurement frameworks for technical skills initiatives, tracking program effectiveness through metrics like technical ticket resolution rates, time-to-resolution, and escalation reduction.

Requirements

5+ years of experience in technical enablement, technical training, or program management, preferably within SaaS customer success or support organizations
Deep HubSpot product knowledge with strong understanding of system architecture, API functionality, integrations, and technical troubleshooting processes (this is non-negotiable)
Advanced hands-on technical skills in areas such as APIs and integrations, Chrome dev tools and debugging, HTML/CSS comprehension, system architecture, and understanding how data flows through complex platforms
Exceptional stakeholder management and collaboration skills with proven ability to work effectively alongside existing training teams and technical subject matter experts
Strong program management capabilities with experience managing competing priorities, complex technical initiatives, and cross-functional dependencies across Product, Engineering, and CS teams
Proven ability to translate complex technical concepts into accessible learning experiences for audiences with varying technical backgrounds, from novice support reps to advanced technical specialists
Experience with vendor evaluation and management for technical training solutions, simulation platforms, or learning technologies
Outstanding communication and interpersonal skills, including the ability to influence and drive change across technical teams and CS leadership
Strong analytical skills with ability to measure and communicate the ROI of technical enablement programs through relevant CS metrics
The ability to prioritize and handle multiple technical initiatives in a fast-paced environment while maintaining commitment to deadlines and quality standards

Nice To Haves

Previous experience working directly with Customer Support or technical teams in a SaaS environment
Background in technical assessment design and implementation
Experience with learning management systems and technical simulation platforms
Understanding of AI and automation technologies in customer support contexts
Familiarity with email deliverability, marketing automation platforms, or other specialized technical domains relevant to HubSpot's product suite

Responsibilities

Conduct technical skills gap analysis across Customer Support, PreSales, and Strategic CSM roles to identify priority areas for technical enablement investment, with particular focus on APIs, system architecture, troubleshooting methodologies, and emerging technologies like AI/MCP.
Design and develop foundational technical training content that support trainers can adapt and deliver to their teams, covering areas such as Chrome dev tools, HTML/CSS comprehension, debugging techniques, integration troubleshooting, and technical system architecture.
Partner strategically with existing support trainers to enhance current technical training initiatives, establishing clear collaboration frameworks and communication cadences.
Evaluate, select, and manage vendor relationships for specialized technical training solutions, simulation environments, and assessment platforms that enable hands-on practice with complex technical scenarios.
Develop technical competency frameworks in partnership with CS leadership to establish consistent technical standards tied to growth.
Research and scope emerging technical domains where existing trainers may lack expertise (e.g., AI agents, advanced integrations, new product technical capabilities), providing foundational knowledge development and enablement strategies.
Create scalable technical enablement strategies that integrate into broader CS programs (onboarding, ongoing skill development, manager enablement, launch enablement) and show measurable impact on technical ticket resolution, escalation rates, and team confidence.
Translate complex product technical features into clear troubleshooting guides, diagnostic frameworks, and learning experiences that enable support teams to resolve customer issues independently.
Maintain and enhance on-demand technical resources in learning systems to ensure CS teams have access to current technical documentation and troubleshooting tools.
Establish KPIs and measurement frameworks for technical skills initiatives, tracking program effectiveness through metrics like technical ticket resolution rates, time-to-resolution, and escalation reduction.