Customer Success Manager, Small Business

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take primary responsibility for driving customer growth, satisfaction, and retention for complex clients who require a more personalized service approach.

• Develop and nurture relationships with key decision-makers and stakeholders across various customer teams.

• Engage customers in strategic discussions to maximize the value of their investment in HubSpot.

• Establish what success means for your customers and create comprehensive plans that outline the roadmap to achieve that success, sharing accountability for their outcomes.

• Monitor customer health and create risk mitigation strategies while identifying and cultivating new opportunities for expanding customer usage of additional products.

• Work collaboratively with other HubSpot teams and executive leadership to ensure successful customer adoption and renewals.

• Address customer inquiries by connecting them with appropriate resources.

• Be responsible for customer retention and provide forecasting insights to our Contract Management team regarding upcoming renewals.

• Continuously enhance your own skills by using AI, data, and Success Excellence Metrics to provide scalable consulting.

• Reflect HubSpot’s Culture Commitments by prioritizing customer needs, being bold and fast learners, and working collaboratively to move forward.

⛳️ Requirements

• Proven experience in managing, maintaining, and enhancing customer relationships in a role focused on quotas or retention.

• Demonstrated success in consistently meeting or surpassing retention or revenue targets in a SaaS or Customer Success capacity.

• Comfortable with quickly adopting new technologies, with experience in utilizing AI tools and predictive insights to amplify your impact.

• Exceptional communicator—clear, confident, and empathetic in phone, written, and face-to-face interactions.

• Strong business insight, capable of connecting HubSpot’s solutions to customer outcomes and return on investment.

• Highly organized, detail-oriented, proactive, and able to prioritize effectively across a varied customer portfolio.

• Resilient, adaptable, and driven to succeed in a fast-paced, AI-driven environment.

🏝️ Benefits

• Hybrid work environment - Choose to work from home, the office, or a flexible setting!

• Comprehensive new hire training and onboarding process.

• Education allowance of up to USD$5,000 annually.

• Flexible Time Off Policy plus an additional week of rest!

• Private health insurance allowance and annual fitness reimbursement.

• Opportunity to collaborate with wonderful colleagues who exemplify HubSpot’s HEART core values.

• Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks.