Manager, Customer Success

Summary

Join HubSpot's ANZ Customer Success Team as a Mid-Market/Corporate Segment Manager! This leadership role involves overseeing and expanding the customer success program, shaping future vision and strategy, and building a high-performing team. You will hire, coach, and develop Senior Customer Success Managers, collaborating with various teams to drive regional and global initiatives. The ideal candidate is customer-centric, possesses strong problem-solving and analytical skills, and has a proven track record of success. This role offers a hybrid work environment and a comprehensive benefits package.

Requirements

• 3+ years of experience in a people management role
• Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale
• Proven and consistent track record of executing against aggressive growth strategies and delivering targets in excess of company expectations
• Demonstrated experience owning and leading multiple projects to successful outcomes
• Strong track record of using data to make informed decisions
• Experience handling customer escalations
• Ability to adapt quickly to new software and constantly changing business requirements

Responsibilities

• Lead one of our ANZ Mid-Market / Corporate Customer Success teams towards ensuring customer growth, delight, and retention
• Partner strategically with Senior Customer Success and Sales leadership to define and implement successful programs and support growth in region
• Develop and implement effective recruiting, selecting, and training methods to attract and retain top-tier customer success talent.  Additionally, mentor and develop Senior Customer Success Managers to foster their career advancement within the organisation
• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
• Inspire, support and coach your team to help meet monthly goals and be responsible for the metrics and results of your team
• Analyse customer and performance data to make informed decisions about operational and procedural changes
• Be the internal and external voice of our ANZ customers while demonstrating HubSpot core values and culture
• Proactively identify areas for innovation and improvement and drive collaborative developments within our existing playbook

Preferred Qualifications

SaaS experience

Benefits

• Competitive remuneration and stock units + a variable management bonus!
• 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
• 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