Principal Customer Success Manager, Strategic Accounts

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 30-40 high-value accounts, building strong relationships and ensuring alignment with customer business goals. Leverage strategic thinking and product knowledge to help customers achieve measurable outcomes and maximize their ROI. Collaborate with internal cross-functional teams to develop and execute success plans, and deliver executive business reviews. This role requires strong communication, project management, and risk management skills, and involves occasional travel. The position is open in several EMEA locations with flexible work arrangements.

Requirements

• Business-level proficiency in English plus Italian OR Spanish
• A personal investment in helping customers succeed
• Experience working with large organizations (200+ employees)
• Experience managing a minimum of $4-5m 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
• 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

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 organisation, 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
• Deliver Executive Business Reviews 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 occasionally to deliver strategic consulting engagements if needed, usually not more than 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

Preferred Qualifications

Experience in doing this with SaaS platforms is desired but not required