Manager, Customer Success ANZ | Mid-Market/Corporate

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 are seeking an innovative and strategic leader to join our ANZ Customer Success Team as a Manager in our Mid-Market/Corporate Segment. This role will entail overseeing and expanding our current customer success program in ANZ, while also shaping the vision, strategy, and roadmap for the future.

In this role, you will hire, coach and develop a team of Senior Customer Success Managers. In addition, you will work closely with Customer Success leadership, sales leadership, training and recruiting teams, helping to drive regional and global company initiatives and deliver overall business success. 

We are looking for someone with strong customer-centric values, problem-solving abilities, motivational skills, and advanced analytical capabilities. As part of our customer-focused and results-oriented organisation, you will uphold a high standard of customer experience, fostering sustainable, long-term customer satisfaction. The ideal candidate is genuinely committed to supporting customer growth and the growth of their team and has a proven track record to showcase their expertise.

What will I do?

• Lead one of our ANZ Mid-Market / Corporate Customer Success teams towards ensuring customer growth, delight, and retention 
• Partner strategically with Senior Customer Success and Sales leadership to define and implement successful programs and support growth in region
• Develop and implement effective recruiting, selecting, and training methods to attract and retain top-tier customer success talent.  Additionally, mentor and develop Senior Customer Success Managers to foster their career advancement within the organisation.
• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
• Inspire, support and coach your team to help meet monthly goals and be responsible for the metrics and results of your team
• Analyse customer and performance data to make informed decisions about operational and procedural changes
• Be the internal and external voice of our ANZ customers while demonstrating HubSpot core values and culture
• Proactively identify areas for innovation and improvement and drive collaborative developments within our existing playbook

Who are you? 

• 3+ years of experience in a people management role. SaaS experience is valuable but not a requirement
• Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale
• Proven and consistent track record of executing against aggressive growth strategies and delivering targets in excess of company expectations
• An entrepreneurial and curious spirit with initiative and drive to pursue new ideas
• Demonstrated experience owning and leading multiple projects to successful outcomes
• Strong track record of using data to make informed decisions
• Experience handling customer escalations
• Ability to adapt quickly to new software and constantly changing business requirements

What are the benefits?

• Competitive remuneration and stock units + a variable management bonus! 
• Hybrid work environment - You can choose to work from Home, Office or Flex!
• World class new hire training and onboarding
• An education allowance up to USD$5,000 per annum
• 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.