Senior Customer Success Manager, Mid Market | ANZ

Who are we

HubSpot is a leading customer relationship management (CRM) platform for scaling companies. Tens of thousands of customers all over the world use our marketing sales and customer success software to grow their businesses. Its our mission to not just help them grow but to help them grow better.

At HubSpot we believe that our values live in our hearts not our hallways. We want to build a company where people feel empowered to do their best work wherever they are. Our ANZ office is located in Sydneys CBD however this role is open to remote workers based anywhere in Australia.

Whats the role

Our Customer Success team is on a mission to deliver best-in-class services and support to our ANZ customers. From developing creative personalised strategies for businesses to creating resources that help people become HubSpot experts we help our customers grow better using our software.

In ANZ Customer Success Managers (CSMs) are trusted advisors responsible for driving customer retention and expansion outcomes. This means ensuring our customers realise measurable ROI adopt HubSpot deeply and see long-term success with our platform.

Youll use HubSpots Customer Prioritisation Framework (CPF) and AI-native tools to engage the right customers at the right time turning insights into action. By focusing on Gross Revenue Retention (GRR) and Gross Expansion Rate (GER) youll help us deliver both customer value and business growth.

What will you do

• 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 and Identify and develop new opportunities for expanding customers usage of new products
• 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
• Continuously improve your own skills by leveraging AI data and Success Excellence Metrics to consult at scale.
• Embody HubSpots Culture Commitments by solving for the customer being bold and learning fast and aligning adapting and going forward together.
  
  

Who are you

• Experienced in owning maintaining and driving customer relationships in a quota or retention-carrying role.
• Proven track record of consistently meeting and exceeding retention or revenue goals in a SaaS or Customer Success role.
• Comfortable adopting new technologies quickly with experience leveraging AI tools and predictive insights to scale your impact.
• Excellent communicator - clear confident and empathetic across phone written and in-person settings.
• Strong business acumen with the ability to link HubSpots solutions to customer outcomes and ROI.
• Highly organised with a high attention to detail proactive and able to prioritise effectively across a diverse portfolio of customers.
• Resilient adaptable and motivated to thrive in a fast-paced AI-enabled environment.

What are the 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$5000 per annum
• Flexible Time Off Policy a week of rest!
• Private health insurance allowance
• Paid 4 week sabbatical after 5 years with HubSpot
• Opportunity to work with amazing colleagues who embody HubSpots HEART core values
• Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks
• Check out the HubSpot Website to see all our wonderful Benefits

HubSpots culture is driven by a shared passion for our mission and metrics. Its a culture of amazing growth-minded people who solve for the customer embrace boldness and adaptability and thrive on alignment and collaboration.