Customer Success Manager, Small Business | ANZ

Location: Sydney, Australia

Department: Account Management

About the Role

At HubSpot, we believe in empowering small businesses to grow better with our all-in-one CRM platform, blending inbound marketing, sales, and service tools. As a Customer Success Manager, Small Business | ANZ, you'll play a pivotal role in our Account Management team, guiding ANZ SMB customers to unlock the full potential of HubSpot. You'll manage a high-touch portfolio, driving adoption, renewals, and expansions while embodying our HEART values (Humble, Empathetic, Adaptable, Remarkable, Transparent) in a collaborative, growth-focused culture. Your day-to-day will involve onboarding new customers with tailored HubSpot training, monitoring health scores via analytics, and crafting success plans that leverage inbound methodologies for real results. You'll proactively address risks, celebrate wins through case studies, and partner with sales and product teams to deliver exceptional outcomes. In the ANZ market, you'll adapt strategies to local nuances, hosting region-specific sessions to boost engagement and position HubSpot as the go-to growth platform. We're seeking passionate professionals who thrive in a dynamic environment, with a track record in SaaS customer success and a love for helping SMBs scale. Join our global team of 7,000+ HEART-driven innovators, where your contributions fuel mutual growth. If you're ready to make a remarkable impact, apply now and help ANZ businesses grow better with HubSpot.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of Small Business customers in ANZ, ensuring their success with HubSpot's CRM and inbound marketing tools
• Onboard new customers, conducting personalized training on HubSpot features to drive adoption and value realization
• Monitor customer health metrics, proactively identifying risks and opportunities to expand usage
• Develop and execute success plans tailored to SMB needs, focusing on inbound marketing, sales automation, and service workflows
• Collaborate with sales, product, and support teams to resolve issues and advocate for customer feedback
• Drive renewals, upsells, and expansions by demonstrating ROI through HubSpot analytics and case studies
• Host webinars, demos, and office hours to educate ANZ customers on best practices and new features
• Analyze usage data to provide actionable insights, reducing churn and increasing customer lifetime value
• Contribute to HubSpot's growth culture by sharing regional insights and mentoring junior team members
• Stay updated on ANZ market trends to position HubSpot as the leading growth platform for SMBs

Required Qualifications

• 3+ years of experience in customer success, account management, or SaaS sales support roles
• Proven track record of managing and growing small business customer portfolios
• Strong understanding of CRM systems, with hands-on experience using HubSpot or similar platforms
• Excellent communication and relationship-building skills in a customer-facing role
• Experience working with ANZ market customers, including knowledge of regional business dynamics
• Bachelor's degree in business, marketing, or a related field
• Ability to thrive in a fast-paced, growth-oriented environment
• Fluency in English; additional languages spoken in ANZ (e.g., Mandarin) a plus

Preferred Qualifications

• HubSpot certification (e.g., Inbound, CRM, or Marketing Hub)
• Experience in inbound marketing or growth strategies for SMBs
• Prior exposure to ANZ tech or SaaS ecosystem
• Background in managing high-volume customer accounts (50+)
• Familiarity with subscription-based SaaS metrics and churn reduction
• Salesforce or other CRM migration experience to HubSpot

Required Skills

• HubSpot CRM proficiency
• Inbound marketing expertise
• Customer relationship management
• Data analysis and reporting
• Churn prevention strategies
• Renewal and expansion sales
• SMB customer empathy
• Proactive problem-solving
• Cross-functional collaboration
• Presentation and training delivery
• Metrics-driven decision making
• ANZ market knowledge
• SaaS adoption acceleration
• ROI demonstration
• Feedback loop management
• Growth hacking mindset
• Technical troubleshooting

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• Unlimited PTO and flexible remote work options
• HubSpot stock options and employee stock purchase plan
• Professional development stipend for certifications and conferences
• Wellness programs including gym memberships and mental health support
• Parental leave and family-friendly policies
• Vibrant company culture with team offsites, volunteer days, and HEART values-driven events
• Free HubSpot Academy training and career growth opportunities

HubSpot is an equal opportunity employer.