Lead Customer Success Manager, Strategic Accounts

HubSpot; Ireland; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

HubSpot is seeking a Lead Customer Success Manager to oversee a portfolio of 30-40 enterprise accounts, driving retention and growth. You will build executive-level relationships, align stakeholders, and deliver strategic reviews to maximize ROI across HubSpot’s platform.

You will collaborate with multiple internal teams, develop adoption roadmaps, and guide customers through change while traveling 2-3 times per year for strategic engagements.

Qualifications

• Business-level English proficiency.
• Experience working with large organizations (200+ employees)
• Experience managing a minimum of $8-10M ARR
• Proven track record of measurable customer results through strategic consulting and change management.
• Excellent communication and relationship-building skills; ability to multithread with stakeholders and present to executives.
• Comfortable navigating change.
• Project management expertise.
• Experience with risk management, retention, and renewal strategies.
• Autonomous, proactive problem-solver; collaborate across teams.
• Experience with Senior CSM/Account Management or strategic partnerships.
• Experience working with VP+ or c-suite decision-makers.

Responsibilities

• Oversee a portfolio of 30-40 enterprise accounts with retention and growth goals.
• Build deep relationships across all levels of the customer organization and develop long-term partnerships.
• Use strategic thinking and product knowledge to drive measurable business outcomes and ROI.
• Partner with Sales, Marketing, Product, Contract Management and leadership to develop and execute success plans.
• Create and deliver Executive Business Reviews and strategic consultations to align goals and growth opportunities.
• Develop adoption roadmaps and remove barriers, delivering impact-focused success plans.
• Travel onsite to deliver strategic engagements 2-3 times yearly.
• Demonstrate measurable impact on program development and team growth.

Skills

Large org experience

ARR management

Executive relationships

Strategic consulting

Communication

Project management

Risk management

Autonomous approach

Senior CSM / PM

C-suite collaboration

Job description

Lead Customer Success Manager

The Strategic Accounts team at HubSpot services our highest-paying and most complex customers. This team is responsible for coordinating the post-sale customer experience, enabling customers to achieve outcomes and making the value they’re getting out of HubSpot visible as a way of driving usage, desired outcomes, retention and growth.

As a Lead Customer Success Manager (CSM) on the Strategic Accounts team, you will work with a wide variety of primarily corporate/enterprise-sized businesses. You will be responsible for driving product adoption of existing tools, removing roadblocks, proactively managing risk, and identifying opportunities for new products and services within your book of business. You’ll work with a broad number of stakeholders, including leadership, to learn how their teams function and the challenges they face, and help set them up for long-term growth.

This role is open in our Ireland location either in office (Dublin) hybrid or fully remote

In this role, you will:

• 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.
• 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.

We are looking for people who have:

• Business-level English proficiency.

A personal investment in helping customers succeed.

• Experience working with large organizations (200+ employees)
• Experience managing a minimum of $8-10M 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.

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, 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 your Product Group Summit and other 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

About HubSpot

HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot’s connected platform enables businesses to grow faster by focusing on what matters most: customers.

At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.

We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.

Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.

Explore more:

• HubSpot Careers
• Life at HubSpot on Instagram

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Massachusetts Applicants:

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Germany Applicants:

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