Senior Customer Success Manager
New
H
HubSpotSaaS Customer Success
Remote - AustraliaFull-TimeSenior
SalaryTotal Base Pay - Min: 104000, Total Base Pay - Max: 156000
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Job Details
- Required Skills
- Artificial IntelligenceAccount ManagementData analyticsCustomer SuccessSaaS
Requirements
- Extensive experience 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.
- Strong discovery and business acumen — able to ask thoughtful questions, uncover customer priorities, diagnose problems and recommend commercially sound next steps.
- Comfortable managing complex, higher-value or multi-stakeholder accounts.
- Clear written and verbal communicator, including confidence leading strategic conversations via Zoom, phone and email.
- 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.
- Ownership, autonomy, resiliency and sound judgement in a fast-paced environment.
- A growth mindset, coachability and a demonstrated desire to keep learning.
- Curiosity and practical experience using AI, data and automation to improve efficiency and customer outcomes.
Responsibilities
- Own customer growth, retention, health and delight across a portfolio of higher-value customers.
- Build trusted relationships with key decision-makers and stakeholders across customer teams.
- Lead strong discovery and strategy conversations to understand customer goals, risks, priorities and opportunities.
- Define what success looks like for your customers and build clear success plans that connect HubSpot usage to measurable business outcomes.
- Monitor customer health, identify risks early and create clear mitigation plans.
- Identify opportunities to expand customer adoption and usage of relevant HubSpot products.
- Partner closely with Contract Management, Sales, Solutions Architects, Support and other cross-functional teams to support renewals, adoption and customer outcomes.
- Provide clear forecasting insight around upcoming renewals and customer risk.
- Use data, AI and Success Excellence metrics to prioritise effectively, consult at scale and improve customer impact.
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