Customer Success Manager, Small Business - ANZ

HubSpot is currently seeking a Customer Success Manager, Small Business - ANZ for a senior-level customer service position based in Australia or New Zealand. While HubSpot's ANZ office is located in Sydney’s CBD, this role is open to remote workers based anywhere in Australia.

Role Overview

As a Customer Success Manager, Small Business - ANZ, you will act as a trusted advisor responsible for driving customer retention, adoption outcomes, and long-term success using HubSpot's CRM platform. You will manage complex customers requiring higher-touch service, utilizing HubSpot’s Customer Prioritisation Framework (CPF) and AI-native tools to turn insights into action and focus on Gross Revenue Retention (GRR).

Key Responsibilities

• Own and drive customer growth, delight, and retention for high-touch accounts.
• Build relationships with key decision-makers and guide strategy conversations to maximize ROI.
• Monitor customer health, create risk mitigation plans, and identify expansion opportunities.
• Collaborate with executive leadership and internal teams to secure renewals and resolve inquiries.
• Leverage AI, data, and Success Excellence Metrics to consult at scale and provide accurate renewal forecasting insights.

Candidate Requirements

• 5+ years of relevant experience.
• Proven track record in a quota- or retention-carrying SaaS or Customer Success role, consistently meeting or exceeding goals.
• Comfort adopting new technologies quickly, including AI tools and predictive insights.
• Strong business acumen, excellent communication skills, and high organizational ability.

Benefits and Perks

HubSpot offers a hybrid work environment allowing you to work from home, the office, or flex. Additional benefits include structured new hire training, an education allowance of up to USD $5,000 per annum, a flexible time off policy including a week of rest, private health insurance and fitness reimbursement allowances, and parental leave options.