About the job
POS-31777
The Strategic Accounts team at HubSpot is dedicated to providing exceptional service to our most valuable and complex clients. In this pivotal role, you will ensure a seamless post-sale customer experience, empowering clients to realize their goals and maximizing the value derived from HubSpot. Your efforts will be instrumental in driving user adoption, achieving desired outcomes, enhancing customer retention, and facilitating growth.
As a Lead Customer Success Manager (CSM) within the Strategic Accounts team, you will engage with a diverse range of primarily corporate and enterprise-level clients. Your key responsibilities will include driving the adoption of existing tools, proactively identifying and mitigating risks, and uncovering opportunities for new products and services tailored to your portfolio. You will collaborate with a variety of stakeholders, including executive leadership, to understand their organizational dynamics and challenges, positioning them for sustained growth.
In this role, you will:
- Manage the customer experience for a portfolio of 30-40 high-value enterprise accounts, focusing on retention and growth.
- Build and nurture strong relationships across all levels of customer organizations, ensuring alignment with their business objectives and developing enduring partnerships.
- Utilize strategic thinking and consultative problem-solving skills alongside deep product knowledge to help customers achieve measurable business outcomes and maximize their return on investment with HubSpot.
- Collaborate with various internal cross-functional teams (Sales, Marketing, Product, Contract Management, and HubSpot's executive team) to create and implement success plans that align stakeholders on growth strategies and risk mitigation.
- Deliver Executive Business Reviews, presentations, and strategic consultations to ensure alignment on goals, priorities, growth opportunities, and the overall business vision for optimal HubSpot platform adoption.
- Act as a customer advocate with a focus on deep platform solutioning, developing adoption roadmaps, identifying and removing barriers to technical and cultural adoption, and creating success plans with measurable outcomes while demonstrating resilience amid challenges.
- Occasionally travel onsite to conduct strategic consulting engagements, typically 2-3 times a year.
- Exhibit a sustained, significant, and quantifiable impact on the business through program development, team growth, and/or people development.

