Strategic Customer Success Manager

New

Skills

Account management Change Management Cross-functional Collaboration Customer Success Management Project Management Risk Management

Join HubSpot as a Principal Customer Success Manager and play a pivotal role in driving the success of our strategic, enterprise-level clients. You'll oversee a portfolio of high-value accounts, working cross-functionally to ensure customer satisfaction, retention, and growth. This position requires a strategic mindset, exceptional relationship-building skills, and a passion for helping customers achieve measurable business outcomes through the HubSpot platform.

Job Overview

As a Principal Customer Success Manager for Strategic Accounts, you will be responsible for managing key client relationships, advocating for customer needs, and developing actionable plans to maximize ROI. You will serve as a trusted advisor, leveraging your expertise in SaaS, project management, and strategic consulting to deliver outstanding customer experiences and support business objectives.

Key Responsibilities

Oversee the customer experience for a portfolio of 30-40 enterprise, high-value accounts, focusing on retention and growth.
Build and nurture deep relationships across all levels of customer organizations, aligning solutions with business goals and use cases.
Partner with cross-functional internal teams (Sales, Marketing, Product, Contract Management, Executive Leadership) to develop and execute success plans.
Conduct Executive Business Reviews and strategic consultations to align on goals, priorities, and growth opportunities.
Act as a customer advocate by developing adoption roadmaps, identifying and removing adoption barriers, and aligning resources to support customer initiatives.
Travel onsite for strategic consulting engagements as needed (2-3 times annually).

Required Skills & Qualifications

Business-level proficiency in English and Spanish.
Proven experience managing large organizations (200+ employees) and $5-6M+ ARR portfolios.
Track record of driving customer results through strategic consulting, creative problem-solving, and change management (preferably in SaaS).
Exceptional communication and executive presentation skills; ability to build multithreaded stakeholder relationships.
Expertise in project management, risk management, and account retention strategies.
Autonomous, proactive, and solution-oriented approach to customer challenges.
Experience working with VP+ or C-suite decision-makers, ideally as a Senior CSM or in strategic partnerships/account management roles.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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