Principal Customer Success Manager, Strategic Accounts - Remote

Overview

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.

In Short

• Oversee the customer experience for a portfolio of 30-40 enterprise-level, high-value accounts.
• Build and foster deep relationships at all levels of the customer organisation.
• Use strategic thinking and consultative problem solving to help customers achieve measurable business outcomes.
• Partner with internal cross-functional teams to develop success plans.
• Create and deliver Executive Business Reviews and strategic consultations.
• Act as a customer advocate and focus on deep platform solutioning.
• Travel onsite to deliver strategic consulting engagements if needed, usually 2-3 times yearly.
• Demonstrate a significant, quantifiable impact on the business.

Requirements

• Business-level English and Spanish language proficiency.
• A personal investment in helping customers succeed.
• Experience working with large organizations (200+ employees).
• Experience managing a minimum of $5-6M ARR.
• Strong communication and relationship-building skills.
• Project management expertise.
• Experience with risk management and account retention strategies.
• An autonomous, proactive approach to identifying challenges.
• Experience as a Senior CSM or with strategic partnerships.
• Experience working with VP+ or C-suite decision-makers.

Benefits

• Flexible work environment.
• Opportunities for professional growth.
• Supportive company culture.
• Recognition as a top workplace.
• Inclusion and diversity initiatives.