Job Description

Overview

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Hub Spot is a leading customer relationship management (CRM) platform that helps businesses grow. The Customer Success Manager role will support our ANZ customers remotely across Australia.

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What's the role?

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Customer Success Managers (CSMs) are trusted advisors responsible for driving customer retention and adoption outcomes. You will use Hub Spot's Customer Prioritisation Framework (CPF) and AI‐native tools to engage the right customers, focus on Gross Revenue Retention (GRR), and deliver customer value and business growth.

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Responsibilities

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- Primary ownership and accountability for ensuring customer growth, delight, and retention for complex customers who require higher‐touch service.

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- Build and foster relationships with key decision makers and stakeholders across multiple customer teams.

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- Engage customers in strategy conversations to derive maximum value from their investment in Hub Spot.

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- Define success for customers and produce detailed plans outlining the roadmap to achieve success; share accountability of their success.

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- Monitor customer health, create risk mitigation plans, and identify new opportunities to expand usage of recent products.

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- Collaborate with other Hub Spot teams and executive leadership to ensure adoption and successful customer renewals.

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- Resolve customer inquiries by aligning customers with the right resources.

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- Be accountable for the retention of your customers and provide forecasting insights to our Contract Management team around upcoming renewals.

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- Continuously improve your own skills by leveraging AI, data, and Success Excellence Metrics to consult at scale.

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- Embody Hub Spot's Culture Commitments by solving for the customer, being bold and learning fast, and aligning, adapting, and going forward together.

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Qualifications

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- Experienced in owning, maintaining, and driving customer relationships in a quota or retention‐carrying role.

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- Proven track record of consistently meeting and exceeding retention or revenue goals in a SaaS or Customer Success role.

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- Comfortable adopting new technologies quickly, with experience leveraging AI tools and predictive insights to scale impact.

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- Excellent communicator – clear, confident, and empathetic across phone, written, and in‐person settings.

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- Strong business acumen, with the ability to link Hub Spot's solutions to customer outcomes and ROI.

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- Highly organized, detail‐oriented, proactive, and able to prioritise effectively across a diverse portfolio of customers.

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- Resilient, adaptable, and motivated to thrive in a quick‐paced, AI‐enabled environment.

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Benefits

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- Hybrid work workplace – you can choose to work from home, office, or flex.

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- Structured new‐hire training and onboarding.

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- Education allowance up to USD$5,000 per annum.

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- Flexible Time Off Policy plus a week of rest.

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- Private health insurance allowance and annual fitness reimbursement.

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- Opportunity to work with colleagues who embody Hub Spot's HEART core values.

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- Primary caregiver leave of 16 weeks and secondary caregiver leave of 6 weeks.

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Legal & Accommodations

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If you need accommodations or assistance due to a disability, please reach out to us using this form.

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Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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Germany Applicants: (m/f/d) – link to Hub Spot's Career Diversity page.

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India Applicants: link to Hub Spot India's equal opportunity policy.

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📌 Customer Success Manager, Small Business | ANZ (Adelaide)
🏢 HubSpot
📍 Adelaide