Customer Success Manager, Small Business | 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? Our Customer Success team is on a mission to deliver best-in-class services and support to our ANZ customers. From developing creative, personalised strategies for businesses to creating resources that help people become HubSpot experts, we help our customers grow better using our software. In ANZ, Customer Success Managers (CSMs) are trusted advisors responsible for driving customer retention and adoption outcomes. This means ensuring our customers realise measurable ROI, adopt HubSpot deeply, and see long-term success with our platform. You’ll use HubSpot’s Customer Prioritisation Framework (CPF) and AI-native tools to engage the right customers at the right time, turning insights into action. By focusing on Gross Revenue Retention (GRR), you’ll help us deliver both customer value and business growth. What will you 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 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 miti