About the job
Who are we?
HubSpot is a premier customer relationship management (CRM) platform tailored for growing businesses. Our diverse array of marketing, sales, and customer success software is employed by tens of thousands of customers worldwide, all striving to not just expand, but to expand better.
At HubSpot, we uphold values that resonate within our hearts rather than merely echo through our hallways. We aim to cultivate a workspace where individuals feel empowered to excel in their roles, no matter where they are located. While our ANZ office is situated in the vibrant CBD of Sydney, this role is open to remote candidates based anywhere in Australia.
What’s the role?
Our Customer Success team is dedicated to providing exceptional services and support to our customers in ANZ. We create tailored strategies for businesses and develop resources that enable individuals to become proficient in HubSpot, ultimately helping our clients grow better through our software.
As Customer Success Managers (CSMs) in ANZ, you will act as trusted advisors focused on enhancing customer retention and driving expansion outcomes. This includes ensuring our clients achieve measurable ROI, deeply adopt HubSpot, and enjoy sustained success with our platform.
Utilizing HubSpot’s Customer Prioritisation Framework (CPF) and AI-driven tools, you will engage with the right customers at optimal times, transforming insights into actionable strategies. By emphasizing Gross Revenue Retention (GRR) and Gross Expansion Rate (GER), you will help us deliver substantial customer value while facilitating business growth.
What will you do?
- Take primary responsibility for ensuring the growth, satisfaction, and retention of complex customers requiring personalized service.
- Build and nurture relationships with key decision-makers and stakeholders across various customer teams.
- Engage customers in strategic discussions to maximize the value derived from their HubSpot investment.
- Define success metrics for your clients and develop comprehensive plans detailing the roadmap to achieve those objectives, sharing accountability for their success.
- Monitor customer health, create risk mitigation strategies, and identify new opportunities to expand customer usage of additional products.
- Collaborate with other HubSpot teams and executive leadership to ensure successful adoption and renewals for customers.
- Address customer inquiries by connecting them with appropriate resources.
- Be responsible for the retention of your clients and provide forecasting insights to our Contract Management team regarding upcoming renewals.
- Continuously enhance your own understanding and capabilities within the role.

