Remote Customer Success Manager - Small Business

1w1 week ago

HubSpot

Sydney, AU · Full-time · A$130,000 – A$170,000

About this role

HubSpot is a leading customer relationship management (CRM) platform for scaling companies. Tens of thousands of customers use our marketing, sales, and customer success software to grow better. This remote role supports ANZ customers as a trusted advisor driving retention and expansion.

Customer Success Managers use HubSpot’s Customer Prioritisation Framework (CPF) and AI-native tools to engage customers at the right time. Focus on Gross Revenue Retention (GRR) to deliver customer value and business growth. Develop personalised strategies and resources to help customers realise measurable ROI.

The ANZ team delivers best-in-class services from Sydney’s CBD office, but this role welcomes remote workers anywhere in Australia. Collaborate with HubSpot teams and executive leadership for adoption and renewals. Embody Culture Commitments by solving for the customer and learning fast.

Build relationships with key decision makers to derive maximum value from HubSpot investments. Monitor health, mitigate risks, and identify expansion opportunities. Continuously improve skills using AI, data, and Success Excellence Metrics to consult at scale.

Requirements

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
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 organised, with a high attention to detail, proactive, and able to prioritise effectively
Resilient, adaptable, and motivated to thrive in a fast-paced, AI-enabled environment

Responsibilities

Own primary accountability for customer growth, delight, and retention for complex, high-touch customers
Build and foster relationships with key decision makers and stakeholders across customer teams
Engage customers in strategy conversations to derive maximum value from their HubSpot investment
Define customer success metrics and produce detailed plans with shared accountability
Monitor customer health, create risk mitigation plans, and identify expansion opportunities
Collaborate with HubSpot teams and executives to drive adoption and renewals
Resolve inquiries by aligning customers with the right resources
Provide retention accountability and forecasting insights for renewals