Customer Success Manager, Small Business | 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. It's 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 Sydney’s CBD, however this role is open to remote workers based anywhere in Australia.

What’s the role?

We're looking for a Customer Success Manager to join the ANZ Small Business team! If you’re obsessed with delighting customers and have a sense of autonomy, ownership, and dedication to helping each customer experience a measurable ROI, this is a role to consider! Our Customer Success team is on a mission to deliver best-in-class services and support to our global customers. From developing creative and personalised strategies for businesses, to creating resources that help people become inbound experts, we try to help our customers grow better using our software.

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 where needed
• 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
• Identify and develop new opportunities for expanding customer's usage of new products
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

Who are you?

• Experience owning, maintaining, and driving a customer relationship in a quota or retention-carrying role
• A verifiable track record of consistently meeting and exceeding revenue goals
• Excellent phone, written and verbal communication skills.  Familiar with presenting strategy verbally in person, over the phone, and in email communication. 
• A firm grasp of how business works, including sales, consultative, problem solving, and issue resolution skills. 
• Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
• Confident, self motivated, and a true team player
• The ability to thrive in a fast-paced environment
• Demonstrated desire to learn 
• Experience with SaaS & marketing automation software are a huge plus!

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$5,000 per annum
• Unlimited 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
• Check out the HubSpot Website to see all our wonderful Benefits

HubSpot culture is driven by a shared passion for our mission and metrics. It is a culture of amazing, growth-minded people whose values include using good judgment and solving for the customer. Employees who work at HubSpot have HEART: Humble, Empathetic, Adaptable, Remarkable, Transparent.