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-tier clients, fostering strong relationships and driving product adoption. Responsibilities include strategic planning, risk management, and executive presentations. You will collaborate with cross-functional teams to ensure customer success and identify growth opportunities. This role requires experience with large organizations, SaaS platforms, and a proven track record of impacting customer results. A competitive compensation package, including base salary, commission, and bonus, is offered.

Requirements

• 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

Responsibilities

• 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

Benefits

• Cash compensation range: 122000-195000 USD Total OTE Annually
• 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