German Lead Customer Success Manager, Strategic Accounts

Location: Berlin, Germany

Department: Account Management

About the Role

At HubSpot, we believe in powering the positive by helping companies grow better using our purpose-built, integrated CRM platform fueled by inbound marketing. We're seeking a German Lead Customer Success Manager, Strategic Accounts to join our Account Management team in EMEA. In this high-impact role, you'll lead a portfolio of enterprise-level German-speaking customers, ensuring they harness the full potential of HubSpot's Marketing, Sales, and Service Hubs to drive their business growth. As a trusted advisor, you'll embody our flywheel culture, turning customer success into mutual growth opportunities while mentoring team members to uphold HubSpot's HEART values of Humble, Empathetic, Adaptable, Remarkable, and Transparent. Your day-to-day will involve crafting bespoke success strategies, conducting executive QBRs, and proactively addressing risks to maximize renewals and expansions. You'll dive deep into customer data via HubSpot dashboards, collaborate with Sales and Product teams on upsell motions, and share frontline insights to shape our product roadmap. With a focus on the DACH market, you'll leverage your fluency in German to build lasting relationships, host workshops on inbound methodologies, and represent HubSpot at key events—ultimately helping customers achieve remarkable outcomes in a competitive landscape. This role is perfect for a seasoned CS leader passionate about CRM innovation and growth cultures. Join our vibrant, remote-first team where your contributions fuel HubSpot's mission to transform how businesses attract, engage, and delight customers worldwide. If you're ready to lead strategic accounts to success in a collaborative, high-energy environment, apply today and help us make the world a better place through inbound.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of strategic German-speaking enterprise customers, ensuring they achieve maximum value from HubSpot's CRM and inbound marketing solutions
• Develop and execute tailored success plans to drive adoption, renewals, and expansion within accounts
• Lead quarterly business reviews (QBRs) with C-level executives, aligning HubSpot's flywheel methodology with customer growth objectives
• Identify and champion upsell/cross-sell opportunities, collaborating with Sales and Product teams to grow ARR
• Monitor customer health metrics using HubSpot dashboards and predictive analytics to proactively mitigate churn risks
• Foster a customer-centric culture by sharing feedback internally to influence HubSpot's product roadmap
• Mentor and guide junior team members on best practices for strategic account management
• Represent HubSpot at industry events and customer summits in the DACH region
• Leverage inbound marketing expertise to help customers optimize their HubSpot implementations for scalable growth
• Collaborate cross-functionally with Solutions Engineering, Support, and Professional Services for seamless customer experiences

Required Qualifications

• 5+ years of Customer Success or Account Management experience in SaaS or technology companies, with at least 2 years leading strategic accounts
• Fluency in German and English (written and spoken), with proven experience serving German-speaking enterprise customers
• Deep knowledge of CRM systems, inbound marketing methodologies, and HubSpot's product suite (Marketing, Sales, Service Hubs)
• Proven track record of driving customer retention, expansion (upsell/cross-sell), and reducing churn in high-value accounts
• Bachelor's degree in Business, Marketing, or a related field
• Experience managing a portfolio of strategic accounts with ARR exceeding €1M
• Strong analytical skills with experience using data to inform customer health and growth strategies
• Ability to travel up to 25% for customer meetings and HubSpot events in EMEA

Preferred Qualifications

• Experience in the DACH region (Germany, Austria, Switzerland) market dynamics and enterprise sales cycles
• HubSpot certification (e.g., Customer Success or Partner Enablement)
• Previous leadership experience mentoring junior Customer Success Managers
• Familiarity with outbound and inbound growth strategies in a flywheel-powered organization
• Advanced proficiency in tools like Salesforce, Gainsight, or similar CS platforms

Required Skills

• Expertise in HubSpot CRM platform and inbound marketing flywheel
• Strategic account planning and execution
• Customer health scoring and churn prediction
• Executive relationship building and stakeholder management
• Data analysis using SQL, Excel, or BI tools like Tableau
• Cross-functional collaboration and influence without authority
• Fluency in German and English
• Renewal negotiation and expansion deal structuring
• Inbound methodology and growth hacking
• CS tech stack proficiency (e.g., Gainsight, Totango, Zendesk)
• Problem-solving and consultative selling
• Public speaking and presentation skills
• Agile project management
• Cultural adaptability in multinational teams
• Empathy and customer obsession

Benefits

• Competitive salary and uncapped commission structure with OTE exceeding €150K+
• Comprehensive health, dental, and vision insurance with generous parental leave
• Unlimited PTO and flexible remote work options across EMEA
• HubSpot Academy certification stipend and ongoing professional development
• Annual all-hands retreats, including trips to Cambridge HQ and global summits
• 401k matching (or equivalent in Germany) and employee stock purchase program
• Wellness programs including gym memberships, mental health support, and learning budgets
• Volunteer time off and HEART values-driven culture with growth opportunities

HubSpot is an equal opportunity employer.