Senior Customer Success Manager

Summary

Join HubSpot as a Senior Customer Success Manager (CSM) and manage a portfolio of approximately 130 corporate customers. Maximize customer ROI from HubSpot products, drive high engagement and retention, and build strong relationships. Prioritize high-impact opportunities while efficiently engaging all customers. Mentor colleagues and contribute to process improvement and customer experience innovation. Develop success plans, define customer success metrics, and align strategies to achieve customer goals. Use data to identify churn risks and build mitigation plans. Collaborate with other HubSpot teams and executive leadership. Take ownership of customer retention and provide forecasting insights.

Requirements

• Extensive experience owning, maintaining, and driving customer relationships in a quota or retention-carrying role
• Proven track record of exceeding retention and expansion goals, with experience managing a large portfolio
• Strong commercial acumen and ability to identify and convert growth opportunities in the customer base
• Excellent communication skills—confident presenting strategy and results verbally and in writing, to all levels including senior and executive stakeholders
• Well-organised, with high attention to detail and exceptional prioritisation and time management skills
• Data-driven approach to managing customer health, risk, and engagement
• Collaborative, resourceful, proactive problem-solver with a customer-obsessed attitude, and a true team player

Responsibilities

• Own a portfolio: Serve as the primary point of contact for a portfolio of approximately 130 customers, focusing on maximising retention, satisfaction, and growth
• Prioritise for impact: Build strong relationships with key customers while driving ongoing and rapid value from HubSpot across your entire portfolio. Ensure every customer—regardless of portfolio size—experiences meaningful outcomes aligned to their goals as quickly as possible
• Drive expansion growth: Take clear ownership for identifying, developing, and converting expansion opportunities within your portfolio. Proactively partner with your customers and our sales team to help them adopt additional HubSpot products, features, and services that support their evolving business needs
• Strategic advisor: Develop success plans, define what success looks like for each customer, and align strategies to achieve their goals and realise value from HubSpot fast
• Monitor customer health: Use data and health scores to identify churn risks, build mitigation plans, and present renewal/expansion opportunities to help customers see value sooner
• Be accountable for customer retention and renewals: Take ownership of customer retention, and provide forecasting insights to our Contract Management team around upcoming renewals and expansions
• Collaborate cross-functionally: Work with other HubSpot teams and executive Leadership to deliver a frictionless customer experience and to accelerate time-to-value
• Mentor and improve: Coach other team members, contribute to resource development, and share best practices for accelerating customer success and portfolio growth at scale

Preferred Qualifications

• Experience with SaaS and marketing automation software (HubSpot or similar) is a strong plus!
• Comfort with change and a fast-paced environment; self-motivated and comfortable working remotely
• Demonstrated desire for continuous learning, mentoring, and process improvement

Benefits

• Stock units and a variable 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
• Flexible 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