Principal Customer Success Manager

Summary

Join HubSpot's Strategic Accounts team as a Principal Customer Success Manager (CSM)! You will oversee the customer experience for top-spending clients, building strong relationships and driving product adoption. Responsibilities include strategic problem-solving, risk management, and cross-functional collaboration to maximize customer ROI. You will deliver executive presentations and identify growth opportunities. This role requires advanced English, Spanish, and Portuguese skills, experience with large organizations, and a proven track record of impacting customer results with HubSpot. HubSpot offers a flexible work environment and values both flexibility and connection.

Requirements

• Advanced level in English and Spanish and Portuguese
• A personal investment in helping customers succeed
• Experience working with large organizations (200+ employees)
• A proven track record of measurably impacting your customers’ results with HubSpot
• Experience with creative problem solving and change management
• Experience with cross-team customer advocacy
• An ability to autonomously detect and remediate risk

Responsibilities

• Oversee the customer experience for up to 25 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 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 internal customer team on Account 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, 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 their challenges to leadership
• Demonstrate a sustained, significant, and quantifiable impact on the business in the areas of program development and/or people development

Benefits

• At HubSpot, 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 in a full-time role, you will be required to attend a regional HubSpot office for in-person onboarding
• If you join our broader Product team, you’ll also attend other in-person events such as HubSpot’s annual PEER week, your Product Group Summit, and other in-person 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