Senior Customer Success Manager, Mid-Market | ANZ

Who are we?

HubSpot is a leading customer relationship management (CRM) platform for scaling companies. Tens of thousands of customers all over the world use our marketing sales and customer success software to grow their businesses. It's our mission to not just help them grow but to help them grow better.

At HubSpot we believe that our values live in our hearts not our hallways. We want to build a company where people feel empowered to do their best work wherever they are. Our ANZ office is located in Sydney’s CBD however this role is open to remote workers based anywhere in Australia.

What’s the role?

We're looking for a Senior Customer Success Manager to join the ANZ Mid-Market team! If you’re obsessed with delighting customers and have a sense of autonomy ownership and dedication to helping each customer experience a measurable ROI this is a role to consider! Our Customer Success team is on a mission to deliver best-in-class services and support to our global customers. From developing creative and personalised strategies for businesses to creating resources that help people become inbound experts we try to help our customers grow better using our software.

What will I do?

• Primary ownership and accountability for ensuring customer growth delight and retention for complex customers who require higher-touch service.

• Build and foster relationships with key decision makers and stakeholders across multiple customer teams

• Engage customers in strategy conversations to derive maximum value from their investment in HubSpot

• Identify and develop new opportunities for expanding customer's usage of new products

• Define what success means for your customers and produce detailed plans outlining roadmap to achieve success and share in accountability of their success

• Monitor customer health and create risk mitigation plans where needed

• Collaborate with other HubSpot teams and executive leadership to ensure adoption and successful customer renewals

• Resolve customer inquiries by aligning customers with the right resources

• Be accountable for the retention of your customers along with providing forecasting insights to our Contract Management team around upcoming renewals

• Serve as a mentor to new team members

• Develop and share best practices with team members to continually improve the quality effectiveness and efficiency of our processes.

Who are you?

• Extensive experience owning maintaining and driving a customer relationship in a quota or retention-carrying role

• A verifiable track record of consistently meeting and exceeding revenue goals

• Excellent phone written and verbal communication skills.  Familiar with presenting strategy verbally in person over the phone and in email communication.

• A firm grasp of how business works including sales consultative problem solving and issue resolution skills.

• Well-organized with a high attention to detail and ability to prioritize and time manage for successful execution.

• Confident self motivated and a true team player

• The ability to thrive in a fast-paced environment

• Demonstrated desire to learn

• Experience with SaaS & marketing automation software are a huge plus!

What are the benefits?

• Stock units and a variable bonus!

• Hybrid work environment be based anywhere in Australia - You can choose to work from Home Office or Flex!

• World class new hire training and onboarding

• An education allowance up to USD$5000 per annum

• Unlimited Time Off Policy

• Private health insurance allowance & annual fitness reimbursement

• Opportunity to work with amazing colleagues who embody HubSpot’s HEART core values

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

• Check out the HubSpot Website to see all our wonderful Benefits

HubSpot culture is driven by a shared passion for our mission and metrics. It is a culture of amazing growth-minded people whose values include using good judgment and solving for the customer. Employees who work at HubSpot have HEART: Humble Empathetic Adaptable Remarkable Transparent.