Job Description
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.
- 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 success for customers and produce detailed plans outlining the roadmap to achieve success; share accountability of their success.
- Monitor customer health, create risk mitigation plans, and identify new opportunities to expand 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 and provide 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 HubSpot's Culture Commitments by solving for the customer, being bold and learning fast, and aligning, adapting, and going forward together.
About the Employer
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.
About the Candidate
- 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 impact.
- Excellent communicator - clear, confident, and empathetic across phone, written, and in-person settings.
- Strong business acumen, with the ability to link HubSpot's solutions to customer outcomes and ROI.
- Highly organized, detail-oriented, 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.
Work Environment
- Hybrid work environment - you can choose to work from home, office, or flex.
- Structured new-hire training and onboarding.
- Education allowance up to USD$5,000 per annum.
- Flexible Time Off Policy plus a week of rest.
- Private health insurance allowance and annual fitness reimbursement.
- Opportunity to work with colleagues who embody HubSpot's HEART core values.
- Primary caregiver leave of 16 weeks and secondary caregiver leave of 6 weeks.
Customer Success Manager, Small Business | Anz employer: uWorkin
Join the North West HHS Kidney Service and experience a fulfilling career as a Clinical Nurse in Mount Isa, where you will play a vital role in delivering high-quality, culturally responsive haemodialysis care to remote communities. With generous benefits including isolation bonuses, travel allowances, and a supportive work culture that prioritises employee growth and community impact, this position offers a unique opportunity to make a meaningful difference in the lives of patients while enjoying the vibrant lifestyle of North West Queensland.
