Customer Success Manager, Small Business | ANZ

Customer Success Manager, Small Business | ANZ Join to apply for the Customer Success Manager, Small Business | ANZ role at HubSpot . 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 expansion 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) and Gross Expansion Rate (GER), 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 a roadmap to achieve success and share accountability of their success. Monitor customer health and create risk mitigation plans, and identify and develop new opportunities for expanding their usage of new products. 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 and provide forecasting insights to our Contract Management team around upcoming renewals. Continuously improve your own skills by leveraging AI, data, and Success Excellence Metrics to consult at scale. Embody HubSpot’s Culture Commitments by solving for the customer, being bold, learning fast, and aligning, adapting, and going forward together. Who are you? 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 to scale your impact. 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 across a diverse portfolio of customers. Resilient, adaptable, and motivated to thrive in a fast‑paced, AI‑enabled environment. What are the benefits? Hybrid work environment – choose to work from home, office, or flex. Structured new hire training and onboarding. Education allowance up to USD$5,000 per annum. Flexible Time Off Policy + a week of rest. Private health insurance allowance & annual fitness reimbursement. Opportunity to work with amazing colleagues who embody HubSpot’s HEART core values and align with our Culture Commitments. Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 8 weeks. HubSpot’s culture is driven by a shared passion for our mission and metrics. It’s a culture of amazing, growth‑minded people who solve for the customer, embrace boldness and adaptability, and thrive on alignment and collaboration. If you need accommodations or assistance due to a disability, please reach out to us using this form. At HubSpot, we value both flexibility and connection. Whether you’re a remote employee or work from the office, we want you to start your journey here by building strong connections with your team and peers. We are committed to supporting candidates who may need alternative arrangements. Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Germany Applicants: (m/f/d) – link to HubSpot's Career Diversity page here. India Applicants: link to HubSpot India's equal opportunity policy here. By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. Refer to HubSpot's Recruiting Privacy Notice for details on data processing and your rights. Senior level: Mid‑Senior levelEmployment type: Full‑timeJob function: OtherIndustries: Software Development #J-18808-Ljbffr