Principal Customer Success Manager, Strategic Accounts

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 roughly 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 through multi-threading with customers 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 customer team and internal account team on success 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, HubSpot executive leadership, 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 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 

• Experience working with large organizations (200+ employees) 

• Experience managing a minimum of $4,500,000 - $5,000,000 ARR

• A proven track record of measurably impacting your customers’ results with a Saas platform

• 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 

Cash compensation range: 122000-195000 USD Total OTE Annually This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy. The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons. We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks HubSpot offers to help employees grow better. At HubSpot, fair compensation practices isn’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.