POS-31777

The Strategic Accounts team at Hub Spot 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 Hub Spot 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 Hub Spot.

• Partner with multiple internal cross-functional teams (Sales, Marketing, Product, Contract Management, and Hub Spot 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 Hub Spot 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.

A personal investment in helping customers succeed.

• Native or professional fluency in English, French, and Spanish, both written and spoken, is required.

• Experience working with large organizations (200+ employees)

• Experience managing a minimum of $6-8M 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.

We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form.

At Hub Spot, 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 Hub Spot 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.

If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Germany Applicants: (m/f/d) - link to Hub Spot's Career Diversity page here.

India Applicants: link to Hub Spot India's equal opportunity policy here.

About Hub Spot

Hub Spot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. Hub Spot's connected platform enables businesses to grow faster by focusing on what matters most: customers.

At Hub Spot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.

We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.

Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, Hub Spot is headquartered in Cambridge, MA, with employees and offices around the world.

Explore more:

• Hub Spot Careers

• Life at Hub Spot on Instagram

Hub Spot may use AI to help screen or assess candidates, but all hiring decisions are always human. More information can be found here. By submitting your application, you agree that Hub Spot may collect your personal data for recruiting, global organization planning, and related purposes. Refer to Hub Spot's Recruiting Privacy Notice for details on data processing and your rights.