Lead Customer Success Manager, Strategic Accounts

The role

You will manage the post-sale experience for a portfolio of 30 to 40 enterprise-level, high-value accounts, with the goals of retention and growth. You will help customers reach measurable business outcomes and get the most value from HubSpot.

What you will do

• Oversee the customer experience for a portfolio of 30 to 40 enterprise-level, high-value accounts.
• Build and foster deep relationships at all levels of the customer organisation.
• Use strategic thinking and consultative problem solving to help customers achieve measurable business outcomes.
• Partner with Sales, Marketing, Product, Contract Management and HubSpot executive leadership on success plans and risk mitigation.
• Create and deliver Executive Business Reviews, presentations and strategic consultations.
• Act as a customer advocate by developing adoption roadmaps and removing technical and cultural adoption barriers.
• Travel onsite to deliver strategic consulting engagements if needed, usually around 2 to 3 times yearly.
• Demonstrate a sustained, significant and quantifiable impact on the business in program development, team growth and/or people development.

Required qualifications

• Business-level English proficiency.
• A personal investment in helping customers succeed.
• Experience working with large organizations (200+ employees).
• Experience managing a minimum of $8-10M ARR.
• A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting and change management.
• Exceptionally strong communication and relationship-building skills, with the ability to deliver compelling executive-level presentations.
• Comfortability with navigating change.
• Project management expertise, including planning and executing strategic initiatives.
• Experience with risk management, account retention and renewal strategies.
• An autonomous, proactive approach to identifying challenges and solving them collaboratively.
• Experience as a Senior CSM, Senior Account Management or with strategic partnerships.
• Experience working with VP+ or C-suite decision-makers.

Nice to have

• Experience with SaaS platforms.

Before you apply

• If you need accommodations due to travel limitations or other reasons, inform your recruiter during the hiring process.

About the company

HubSpot is an AI-powered customer platform with software, integrations and resources that connect marketing, sales and service. It is headquartered in Cambridge, MA, with employees and offices around the world.