Customer Success Manager

Summary

Join HubSpot's ANZ Small Business team as a Customer Success Manager, working remotely from anywhere in Australia. You will be responsible for driving customer growth, retention, and satisfaction for complex accounts. This role requires strong relationship-building skills, strategic thinking, and the ability to exceed revenue goals. You'll collaborate with internal teams and executive leadership to ensure customer success and renewals. HubSpot offers a hybrid work environment, world-class training, an education allowance, unlimited time off, and various other benefits. If you're passionate about customer success and thrive in a fast-paced environment, this is the perfect opportunity for you.

Requirements

• Experience owning, maintaining, and driving a customer relationship in a quota or retention-carrying role
• A verifiable track record of consistently meeting and exceeding revenue goals
• Excellent phone, written and verbal communication skills. Familiar with presenting strategy verbally in person, over the phone, and in email communication
• A firm grasp of how business works, including sales, consultative, problem solving, and issue resolution skills
• Well-organised, with a high attention to detail and ability to prioritise and time manage for successful execution
• Confident, self motivated, and a true team player
• The ability to thrive in a fast-paced environment
• Demonstrated desire to learn

Responsibilities

• Primary ownership and accountability for ensuring customer growth, delight, and retention for complex customers who require higher-touch service
• Build and foster relationships with key decision makers and stakeholders across multiple customer teams
• Engage customers in strategy conversations, to derive maximum value from their investment in HubSpot
• Define what success means for your customers and produce detailed plans outlining roadmap to achieve success and share in accountability of their success
• Monitor customer health and create risk mitigation plans where needed
• Collaborate with other HubSpot teams, and executive leadership, to ensure adoption and successful customer renewals
• Resolve customer inquiries by aligning customers with the right resources
• Be accountable for the retention of your customers along with providing forecasting insights to our Contract Management team around upcoming renewals
• Identify and develop new opportunities for expanding customer's usage of new products
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

Preferred Qualifications

Experience with SaaS & marketing automation software are a huge plus!

Benefits

• Hybrid work environment - You can choose to work from Home, Office or Flex!
• World class new hire training and onboarding
• An education allowance up to USD$5,000 per annum
• Unlimited Time Off Policy
• Private health insurance allowance & annual fitness reimbursement
• Opportunity to work with amazing colleagues who embody HubSpot’s HEART core values
• Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks