Lead Customer Success Manager, Strategic Accounts

Location: Tokyo, Japan

Department: Account Management

About the Role

At HubSpot, we believe in powering the positive by helping businesses grow better through inbound marketing, sales, and CRM solutions. As the Lead Customer Success Manager for Strategic Accounts, you'll play a pivotal role in ensuring our largest enterprise customers achieve transformative results with HubSpot's platform. You'll lead a portfolio of high-value accounts, crafting bespoke success strategies that leverage our CRM, marketing automation, and revenue operations tools to drive exponential growth. In this high-impact role within our Account Management team, you'll embody HubSpot's growth culture by proactively identifying expansion opportunities, mitigating churn risks, and fostering lifelong partnerships that fuel our customers' inbound success. Your days will be filled with collaborating cross-functionally to deliver white-glove service, conducting data-backed quarterly business reviews, and optimizing customer journeys using HubSpot's analytics and reporting capabilities. You'll dive deep into each account's goals, aligning HubSpot's inbound methodologies with their unique challenges to maximize ROI and Net Retention. By championing customer voices internally, you'll influence product innovations that keep HubSpot at the forefront of CRM and growth marketing. This role demands a strategic mindset, exceptional relationship-building skills, and a passion for helping customers scale sustainably in a fast-paced, HEART-driven environment. Joining HubSpot means thriving in a culture of transparency, humility, and relentless ambition. You'll have the autonomy to innovate while being supported by world-class tools, ongoing training, and a team that celebrates wins together. If you're ready to lead strategic accounts to new heights and contribute to HubSpot's mission of transforming how the world does business, apply today and help us continue building the platform for growth.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of strategic HubSpot accounts, ensuring exceptional customer experiences and alignment with their growth objectives
• Develop and execute customized success plans leveraging HubSpot CRM, inbound marketing, and revenue operations best practices
• Drive account expansion through upsell, cross-sell, and renewal opportunities, targeting 120%+ net retention
• Monitor customer health metrics, proactively identify risks, and implement retention strategies to achieve 95%+ renewal rates
• Collaborate with HubSpot sales, product, and support teams to deliver tailored solutions and resolve escalations
• Conduct quarterly business reviews (QBRs) to showcase ROI, optimize inbound strategies, and align on long-term roadmaps
• Champion customer feedback to influence HubSpot product roadmap and inbound methodology enhancements
• Foster a growth culture by mentoring junior Customer Success Managers and sharing best practices
• Analyze usage data and performance trends to recommend optimizations in CRM workflows and marketing automation
• Represent HubSpot at industry events, webinars, and customer advisory boards to build strategic relationships

Required Qualifications

• 8+ years of customer success, account management, or SaaS sales experience, with at least 3 years managing strategic enterprise accounts
• Proven track record of driving customer retention, expansion, and satisfaction in a CRM or inbound marketing SaaS environment
• Bachelor's degree in Business, Marketing, or a related field
• Deep experience with HubSpot CRM, inbound marketing methodologies, and growth strategies
• Strong understanding of enterprise sales cycles, customer lifecycle management, and Net Promoter Score (NPS) optimization
• Ability to travel up to 25% for customer meetings and HubSpot events
• Experience leading cross-functional teams including sales, product, and support

Preferred Qualifications

• HubSpot certification (e.g., Customer Success or Inbound Marketing)
• Experience with strategic accounts exceeding $1M ARR
• Background in scaling customer success programs at high-growth SaaS companies
• Familiarity with analytics tools like Gainsight, Totango, or HubSpot reporting
• MBA or advanced degree in a relevant field

Required Skills

• HubSpot CRM proficiency
• Inbound marketing expertise
• Strategic account management
• Customer lifecycle management
• Data-driven decision making
• Cross-functional collaboration
• Executive relationship building
• Renewal and expansion negotiation
• Customer health scoring
• QBR facilitation
• ROI analysis and reporting
• Salesforce or similar CRM experience
• Marketing automation tools
• Analytical mindset with Excel/Google Sheets
• Public speaking and presentation skills
• Problem-solving and critical thinking
• Empathy and customer-centric approach

Benefits

• Competitive salary and uncapped commission structure with OTE exceeding $250K
• Comprehensive health, dental, and vision insurance with 100% premium coverage for employees
• Unlimited PTO and flexible remote work options supporting HubSpot's HEART values
• 401(k) matching up to 5% with immediate vesting
• Professional development stipend for HubSpot certifications, conferences, and growth opportunities
• HubSpot stock options and employee stock purchase plan
• Generous parental leave and family planning benefits
• Wellness programs including gym memberships, mental health support, and volunteer time off

HubSpot is an equal opportunity employer.