Senior Customer Success Manager

Summary

Join HubSpot's ANZ Mid-Market team as a Senior Customer Success Manager! This remote role, open to applicants anywhere in Australia, focuses on ensuring customer growth, delight, and retention. You will build strong customer relationships, develop strategies for maximizing HubSpot software usage, and monitor customer health. Collaboration with internal teams and executive leadership is key, as is mentoring junior team members and sharing best practices. The ideal candidate possesses extensive experience in customer relationship management, a proven track record of exceeding revenue goals, and excellent communication skills. HubSpot offers a competitive compensation package including stock units, a variable bonus, a hybrid work environment, and various other benefits.

Requirements

• Extensive 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
• A firm grasp of how business works, including sales, consultative, problem-solving, and issue resolution skills
• Well-organized, with a high attention to detail and ability to prioritize 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

• Ensure customer growth, delight, and retention for complex customers
• Build and foster relationships with key decision makers and stakeholders
• Engage customers in strategy conversations to derive maximum value from their HubSpot investment
• Identify and develop new opportunities for expanding customer's usage of new products
• Define what success means for your customers and produce detailed plans outlining roadmap to achieve 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 and provide forecasting insights to the Contract Management team
• Serve as a mentor to new team members
• Develop and share best practices with team members to improve processes

Preferred Qualifications

Experience with SaaS & marketing automation software

Benefits

• Stock units and a variable bonus!
• Hybrid work environment, based anywhere in Australia
• 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
• Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks