Job Description

Job Description

n

Customer Success Managers (CSMs) are trusted advisors responsible for driving customer retention and adoption outcomes. You will use HubSpot'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., * Primary ownership and accountability for ensuring customer growth, delight, and retention for complex customers who require higher-touch service.

n

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

n

* Engage customers in strategy conversations to derive maximum value from their investment in HubSpot.

n

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

n

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

n

* Collaborate with other HubSpot teams and executive leadership to ensure adoption and successful customer renewals.

n

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

n

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

n

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

n

* Embody HubSpot's Culture Commitments by solving for the customer, being bold and learning quick, and aligning, adapting, and going forward together.

n





About the Employer

n

HubSpot 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.

n

About the Candidate

n

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

n

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

n

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

n

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

n

* Strong business acumen, with the ability to link HubSpot's solutions to customer outcomes and ROI.

n

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

n

* Resilient, adaptable, and motivated to thrive in a fast-paced, AI-enabled environment.

n

Work Environment

n

* Hybrid work environment - you can choose to work from home, office, or flex.

n

* Structured new-hire training and onboarding.

n

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

n

* Flexible Time Off Policy plus a week of rest.

n

* Private health insurance allowance and annual fitness reimbursement.

n

* Opportunity to work with colleagues who embody HubSpot's HEART core values.

n

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

#J-18808-Ljbffr

📌 Customer Success Manager, Small Business | Anz (Townsville)
🏢 Uworkin
📍 Townsville