The Strategic Accounts team at HubSpot services our highest spending and Lighthouse customers. This team is responsible for coordinating the post-sale customer experience and enabling customers to achieve their desired outcomes and grow.
As a Principal Customer Success Manager (CSM) on the Strategic Accounts team, 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 wide variety of businesses, working 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 up to 35 of HubSpot’s highest-spend and Lighthouse customers with the goals of retention and growth.
● Build deep relationships at all levels of the customer organization to demonstrate the value of HubSpot and develop long term partnerships.
● Use strategic thinking and creative problem solving to help your customers reach their business goals and maximize the ROI they are getting from the HubSpot platform.
● Partner with the internal customer team on Account Planning to align all key stakeholders on growth and risk mitigation strategies for each customer.
● Deliver Executive Business Review presentations with the goal of aligning with the customer on business goals, priorities, and next steps, including growth opportunities and discussion around organizational vision alignment to support optimal utilization of the HubSpot platform.
● Manage and coordinate cross-functional resources across HubSpot to reduce friction and support long-term customer growth, including Product, Sales, Contract Management, Services, QTC, and more.
● Identify and nurture opportunities for investment expansion in partnership with members of your customer’s HubSpot teams.
● Serve as an internal advocate for your segment, representing their challenges to leadership.
● Demonstrate a sustained, significant, and quantifiable impact on the business in the areas of program development and/or people development.
We are looking for people who have:
● A personal investment in helping customers succeed and a minimum experience of 3 years in Account Management & elevated Stakeholder Management
● Experience working with large organizations (200+ employees)
● A proven track record of measurably impacting your customers’ results with HubSpot
● Experience with creative problem solving and change management
● Experience with cross-team customer advocacy
● An ability to autonomously detect and remediate risk
● Experience as a Senior CSM or with strategic partnerships is a plus
● Minimum education preference: University Degree, Masters is a plus
