About the job
Position: POS-31777
The Strategic Accounts division at HubSpot is dedicated to managing our most valuable and intricate clients. This team plays a crucial role in enhancing the post-sale customer experience, ensuring that clients achieve their goals, and demonstrating the value they derive from HubSpot to encourage usage, satisfaction, retention, and expansion.
As the 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 products, eliminating obstacles, proactively managing risks, and uncovering opportunities for new solutions tailored to your portfolio. You'll collaborate with various stakeholders, including executive leadership, to understand their operational challenges and guide them towards sustainable growth.
In this role, your responsibilities will encompass:
- Overseeing the customer journey for a portfolio of 30-40 high-value enterprise accounts, focusing on retention and growth.
- Establishing and nurturing strong relationships across all levels of the customer organization, aligning their business objectives with their use cases to foster long-term partnerships.
- Utilizing strategic thinking, consultative problem-solving skills, and comprehensive product knowledge to help clients achieve measurable business outcomes, explore new use cases, and maximize their return on investment with HubSpot.
- Collaborating with multiple internal cross-functional teams (Sales, Marketing, Product, Contract Management, and HubSpot executive leadership) to create and implement success plans that align stakeholders on growth strategies and risk management.
- Delivering Executive Business Reviews, presentations, and strategic consultations to align on objectives, priorities, growth opportunities, and the overall business vision to enhance HubSpot platform adoption.
- Acting as an advocate for customers by focusing on deep platform solutions, developing adoption roadmaps, identifying and addressing technical and cultural barriers to adoption, and creating success plans with clear outcomes while coordinating internal resources to support customer initiatives, all while demonstrating resilience in the face of challenges.
- Traveling on-site to conduct strategic consulting engagements as needed, typically 2-3 times a year.
- Exhibiting a sustained and measurable impact on the business through program development, team growth, and/or people development.
A personal commitment to enabling customer success is crucial.

