Principal Customer Success Manager

Summary

Join HubSpot's Strategic Accounts team as a Principal Customer Success Manager (CSM) and work with enterprise-level clients to drive product adoption, manage risk, and identify new opportunities. You will oversee a portfolio of high-value accounts, build strong customer relationships, and use strategic thinking to help customers achieve measurable business outcomes. This role involves collaborating with internal cross-functional teams, delivering executive-level presentations, and acting as a customer advocate. The position offers flexibility for in-office, hybrid, or remote work across the United States. Demonstrate a sustained, significant, and quantifiable impact on the business in the areas of program development, team growth and/or people development. The role requires experience working with large organizations, managing significant ARR, and proven success in impacting customer results.

Requirements

• Business-level English language proficiency
• A personal investment in helping customers succeed
• Experience working with large organizations (200+ employees)
• Experience managing a minimum of $5-6M 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

Responsibilities

• 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 organization, 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 HubSpot
• Partner with multiple internal cross-functional teams (Sales, Marketing, Product, Contract Management, and HubSpot 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 HubSpot 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

Benefits

• This role is open across the United States, offering flexibility for in-office, hybrid, or remote work
• Cash compensation range: 122000-195000 USD Annually
• 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 HubSpotters are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs)
• Some roles may also be eligible for overtime pay