Lead Customer Success Manager, Strategic Accounts
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Job Description
Lead Customer Success Manager guiding 30–40 enterprise accounts for HubSpot’s AI-powered customer platform. Driving adoption, retention, growth, and executive success planning.
Responsibilities:
- Coordinate the post-sale customer experience for strategic accounts
- Drive product adoption, remove roadblocks, proactively manage risk, and identify opportunities for new products and services
- Oversee a portfolio of 30–40 enterprise-level, high-value accounts focused on retention and growth
- Build relationships across customer organizations and develop long-term partnerships
- Use strategic thinking, consultative problem-solving, and product knowledge to achieve measurable business outcomes and maximize ROI
- Partner with Sales, Marketing, Product, Contract Management, and executive leadership on success plans, growth strategies, and risk mitigation
- Create and deliver Executive Business Reviews, presentations, and strategic consultations
- Develop adoption roadmaps, identify and remove technical and cultural adoption barriers, and align internal resources with customer initiatives
- Travel onsite for strategic consulting engagements, usually around 2–3 times yearly
- Demonstrate sustained, significant, and quantifiable impact through program development, team growth, and/or people development
Requirements:
- Business-level English proficiency
- Experience working with large organizations (200+ employees)
- Experience managing a minimum of $8-10M ARR
- Proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management
- SaaS platform experience desired but not required
- Exceptionally strong communication and relationship-building skills
- 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
- Autonomous, proactive approach to identifying challenges and creatively solving them collaboratively
- Experience as a Senior CSM, Senior Account Manager, or in strategic partnerships
- Experience working with VP+ or C-suite decision-makers
Benefits:
- Flexible work arrangement: Dublin office, hybrid, or fully remote
- In-person onboarding and events where applicable
- Alternative arrangements for candidates with travel limitations or other needs
- Accommodation or assistance for candidates with disabilities
- Human-reviewed hiring decisions
- Global team and office environment
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