Lead Customer Success Manager, Strategic Accounts
Level inferred from job title
Job description
Lead Customer Success Manager on HubSpot's Strategic Accounts team, responsible for the post-sale experience of a portfolio of 30-40 enterprise-level, high-value accounts, driving adoption, retention and growth.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Ireland
- Languages
- English – fluent
What you'll do
- Oversee the customer experience for a portfolio of 30-40 enterprise-level, high-value accounts with the goals of retention and growth.
- Build and foster deep relationships at all levels of the customer organisation, multi-tasking with customers to ensure alignment with their business goals and use cases and develop long-term partnerships.
- Use strategic thinking, consultative problem solving, and deep product knowledge to help customers achieve measurable business outcomes, new use cases and maximize their ROI with HubSpot.
- Partner with multiple internal cross-functional teams (Sales, Marketing, Product, Contract Management, and HubSpot executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation.
- Create and deliver Executive Business Reviews, presentations and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the HubSpot platform.
- Act as a customer advocate and focus on deep platform solutioning by developing adoption roadmaps, identifying and removing technical and cultural adoption barriers, creating and delivering success plans with clear outcomes, and aligning internal resources to support customer initiatives.
- Travel onsite to deliver strategic consulting engagements if needed, usually around 2-3 times yearly.
- Demonstrate a sustained, significant, and quantifiable impact on the business in the areas of program development, team growth and/or people development.
What we're looking for
- 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 multithread across stakeholders and 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 creatively 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 in doing this with SaaS platforms is desired but not required.
Your team
Strategic Accounts
Services HubSpot's highest-paying and most complex customers, coordinating the post-sale customer experience to enable outcomes and make value visible to drive usage, retention and growth.
Apply
About HubSpot
An AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service.
HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers.
Key facts
- Cambridge, MA
- NYSE: HUBS
- Employees around the globe move fast, stay customer-obsessed, and win together
- Recognized globally for award-winning culture by Comparably, Glassdoor, Fortune, and more
- Has employees and offices around the world
What they value
- Solve for the Customer
- Be Bold
- Learn Fast, Align, Adapt & Go!
- Deliver with HEART