About the job
POS-31777
The Strategic Accounts team at HubSpot is dedicated to servicing our most prestigious and intricate clients. This team plays a pivotal role in orchestrating the post-sale customer journey, empowering clients to realize their goals while showcasing the value they derive from HubSpot. Our aim is to enhance usage, foster retention, and stimulate growth.
As the Lead Customer Success Manager (CSM) on the Strategic Accounts team, you will engage with a diverse array of corporate and enterprise-level businesses. You will be instrumental in promoting product adoption, eliminating obstacles, proactively managing risks, and uncovering potential for new offerings within your portfolio. Collaborating with various stakeholders, including leadership, you will gain insights into their operations and challenges, facilitating their long-term expansion.
In this role, you will:
- Manage the customer experience for a portfolio of 30-40 enterprise-level, high-value accounts with retention and growth objectives.
- Establish and nurture profound relationships at all levels within the customer organization, ensuring alignment with their business goals and use cases while fostering long-term partnerships.
- Leverage strategic thinking, consultative problem-solving, and extensive product knowledge to assist customers in achieving measurable outcomes, exploring new use cases, and maximizing their return on investment with HubSpot.
- Collaborate with various internal cross-functional teams (Sales, Marketing, Product, Contract Management, and HubSpot executive leadership) to formulate and implement success plans that align stakeholders on growth strategies and risk management.
- Prepare and present Executive Business Reviews, strategic consultations, and presentations to align on goals, priorities, growth opportunities, and an overarching business vision to ensure optimal adoption of the HubSpot platform.
- Serve as a customer advocate, focusing on in-depth platform solutions by developing adoption roadmaps, identifying and addressing technical and cultural barriers, and crafting success plans with clear outcomes, all while aligning internal resources to bolster customer initiatives—demonstrating resilience and perseverance amid challenges.
- Travel for onsite strategic consulting engagements as necessary, typically 2-3 times per year.
- Exhibit a significant, quantifiable impact on business through program development, team growth, and/or personnel development.
A personal investment in helping customers succeed.

