UK/I Lead Customer Success Manager, Strategic Accounts

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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, explore 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 people development.

Qualifications

• Experience working with large organizations (200+ employees).
• Experience managing a minimum of $8-10M ARR.
• A proven track record of impacting customer results through creative problem-solving, strategic consulting, and change management. SaaS platform experience is a plus.
• Exceptional communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations.
• Comfortable navigating change.
• Strong project management skills, including planning and executing strategic initiatives.
• Experience with risk management, account retention, and renewal strategies.
• Autonomous, proactive, and creative problem solver.
• Experience as a Senior CSM, Senior Account Manager, or with strategic partnerships.
• Experience working with VP+ or C-suite decision-makers.

We encourage all qualified candidates to apply. If you need accommodations or assistance due to a disability, please reach out to us using this form.

At HubSpot, we value flexibility and connection. Whether you work remotely or from an office, we aim to build strong connections with your team. In-person onboarding and events are part of our culture.

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