About the job
POS-31777
The Strategic Accounts division at HubSpot is dedicated to serving our most valuable and complex clients. This team plays a pivotal role in orchestrating the post-sale customer journey, empowering clients to achieve their objectives and showcasing the value they derive from HubSpot to drive engagement, retention, and growth.
As a Lead Customer Success Manager (CSM) in the Strategic Accounts team, your focus will be on a diverse array of corporate and enterprise-level clients. You will champion the adoption of HubSpot's existing tools, eliminate obstacles, proactively identify risks, and uncover new opportunities for products and services within your portfolio. Collaborating with a wide range of stakeholders, you will gain insights into their operational dynamics and challenges, setting the stage for sustainable growth.
Key Responsibilities:
- Manage the customer journey for a portfolio of 30-40 high-value enterprise accounts with a focus on retention and expansion.
- Develop and nurture robust relationships across all levels of the customer organization, ensuring alignment with their business goals and use cases while fostering enduring partnerships.
- Utilize strategic thinking, consultative problem-solving, and extensive product knowledge to facilitate measurable business outcomes, explore new use cases, and maximize customer ROI with HubSpot.
- Collaborate with various internal teams (Sales, Marketing, Product, Contract Management, and HubSpot executive leadership) to create and implement success strategies that align stakeholders on growth initiatives and risk management.
- Prepare and conduct Executive Business Reviews, presentations, and strategic consultations to align on objectives, priorities, growth opportunities, and overarching business vision for optimal HubSpot platform adoption.
- Act as a customer champion, focusing on comprehensive platform solutions by crafting adoption roadmaps, identifying and dismantling technical and cultural barriers to adoption, and ensuring alignment of internal resources to support customer initiatives, demonstrating resilience and perseverance in the face of challenges.
- Occasionally travel onsite for strategic consulting engagements, typically 2-3 times a year.
- Exhibit a sustained, significant, and measurable impact on business through program development, team growth, and/or personnel development.
A commitment to customer success is essential.

