Senior Customer Success Manager

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

📋 Description

• Take charge of customer growth, retention, satisfaction, and overall well-being within a portfolio of high-value clients.

• Establish trusted relationships with key decision-makers and stakeholders within customer teams.

• Facilitate insightful discovery and strategy discussions to grasp customer goals, risks, priorities, and opportunities.

• Clearly define what success entails for your customers and develop comprehensive success plans that link HubSpot utilization to measurable business results.

• Track customer health, proactively identify risks, and formulate effective mitigation strategies.

• Spot opportunities to enhance customer adoption and utilization of relevant HubSpot products.

• Collaborate closely with Contract Management, Sales, Solutions Architects, Support, and other cross-functional teams to aid in renewals, adoption, and customer success.

• Provide transparent forecasting insights regarding upcoming renewals and customer risks.

• Leverage data, AI, and Success Excellence metrics to prioritize tasks effectively, consult at scale, and enhance customer impact.

• Share insights and best practices with the team to elevate the quality, consistency, and efficiency of customer support.

• Embody HubSpot’s Culture Commitments by prioritizing customer needs, demonstrating boldness and rapid learning, adapting as necessary, and delivering with HEART.

⛳️ Requirements

• Significant experience in managing, nurturing, and driving customer relationships in roles that involve quotas or retention responsibilities.

• Proven ability to consistently meet and surpass retention or revenue targets in a SaaS or Customer Success position.

• Quick to adopt new technologies, with experience in utilizing AI tools and predictive insights to amplify your impact.

• Strong discovery skills and business insight — capable of asking insightful questions, uncovering customer priorities, diagnosing issues, and recommending commercially viable next steps.

• Comfortable managing complex, high-value, or multi-stakeholder accounts.

• Excellent written and verbal communicator, with the confidence to lead strategic discussions via Zoom, phone, and email.

• Strong business sense, with the ability to connect HubSpot’s solutions to customer results and ROI.

• Highly organized, detail-oriented, proactive, and adept at prioritizing effectively across a diverse portfolio.

• Possess ownership, autonomy, resilience, and sound judgment in a fast-paced setting.

• A growth-oriented mindset, coachability, and a demonstrated enthusiasm for continuous learning.

• Curiosity and practical experience in utilizing AI, data, and automation to enhance efficiency and customer outcomes.

🏝️ Benefits

• Competitive base salary, commissions, and stock options

• Remote-first flexibility - work from home, the office, or hybrid

• Structured onboarding and continuous learning opportunities (including an annual education allowance)

• Flexible Time Off policy

• Healthcare and wellness reimbursements

• Primary and Secondary Caregiver Leave

• Employee Resource Groups and inclusion initiatives to foster a sense of belonging

• Volunteering time to enable you to contribute to your community