Dylan W.

About Dylan W.

As Team Lead & Strategic Account CSM at HubSpot, I lead and support a team of Strategic Account CSMs managing enterprise customers. My focus is on coaching executive communication, optimizing account strategy, and enhancing customer engagement through innovative solutions, including AI-enabled workflows for improved account planning and customer interaction. With a Bachelor\'s degree in Finance from Western Carolina University, I bring expertise in customer success, business strategy, and value realization. My work is driven by a commitment to empowering teams and standardizing success frameworks to align customer goals with impactful outcomes.

Experience

1. Team Lead & Strategic Account Csm, Strategic Accounts

   HubSpot

   Mar 2024 — Present

   Support, lead and develop a team of Strategic Account CSMs, providing coaching on executive communication, account strategy, forecasting discipline, and overall customer engagement standards.Support team performance management, hiring, onboarding, and ongoing enablement to help CSMs operate effectively across complex enterprise portfolios.Supported the introduction of AI-enabled workflows across the team to improve the quality of customer engagement and reduce preparation time through practical use of AI in account planning, research, and meeting preparation.Supported HubSpot’s global Success Plan framework, helping standardize how teams align customer goals, milestones, and measurable outcomes.Continue to manage complex strategic accounts and join executive engagements and escalations to drive customer outcomes.

Education

• Western Carolina University

  Bachelor's degree, Finance, General