Lead Customer Success Manager, Strategic Accounts

The Strategic Accounts team at HubSpot services our highest-paying and most complex customers. This team is responsible for coordinating the post-sale customer experience, enabling customers to achieve outcomes and making the value they're getting out of HubSpot visible as a way of driving usage, desired outcomes, retention and growth.

As a Lead Customer Success Manager (CSM) on the Strategic Accounts team, you will work with a wide variety of primarily corporate/enterprise-sized businesses. You will be responsible for driving product adoption of existing tools, removing roadblocks, proactively managing risk, and identifying opportunities for new products and services within your book of business. You'll work with a broad number of stakeholders, including leadership, to learn how their teams function and the challenges they face, and help set them up for long-term growth.

In this role, you will:

- 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 your 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, aligning internal resources to support customer initiatives - all while demonstrating resilience and perseverance in the face of setbacks or slow progress.
- 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.

We are looking for people who have:

- A personal investment in helping customers succeed.
- Experience working with large organizations (200+ employees)
- Experience managing a minimum of $5 - 6M ARR
- A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management. Experience in doing this with SaaS platforms is desired but not required.
- 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.

**What are the benefits?**
- You can choose to work from Home, Office or Flex
- World class new hire training and onboarding
- An education allowance up to USD$5,000 per annum
- Flexible Time Off Policy + a week of rest
- Private health insurance allowance
- Paid 4 week sabbatical after 5 years with HubSpot
- Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks
- _Check out the_**_ _**_HubSpot Website_**_ to see all our wonderful Benefits_

**_ If you need accommodations or assistance due to a disability, please reach out to us _**_using this form_**_._**
- At HubSpot, we value both flexibility and connection. Whether you're a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you'll also attend other in-person events such as your Product Group Summit and other gatherings to continue building on those connections._

**_ Germany Applicants:_**_ (M/F/d) - link to HubSpot's Career Diversity page _here_._

**_ India_**_ Applicants:_**_ link to HubSpot India's equal opportunity policy _here_._

**About HubSpot**

HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software,