Lead Customer Success Manager, Strategic Accounts | ANZ

Who are we?

HubSpot is a leading customer platform that brings marketing, sales, service, and operations tools together to help businesses attract, engage, and delight customers. It's our mission to not just help them grow, but to help them grow better. Our global team builds with heart, curiosity, and a drive to solve for the customer while doing work that matters.

We value flexibility, autonomy, and results over where you’re located. This role is open to remote workers anywhere in Australia, with our ANZ office based in Sydney’s CBD.

What’s the role?

The Strategic Accounts team at HubSpot services our highest-paying and most complex customers. This team is responsible for coordinating the post-sale customer experience, enabling customers to achieve outcomes and making the value they’re getting out of HubSpot visible as a way of driving usage, desired outcomes, retention and growth.

As a Lead Customer Success Manager (CSM) on the Strategic Accounts team, you will work with a wide variety of primarily corporate/enterprise-sized businesses. You will be responsible for driving product adoption of existing tools, removing roadblocks, proactively managing risk, and identifying opportunities for new products and services within your book of business. You’ll work with a broad number of stakeholders, including leadership, to learn how their teams function and the challenges they face, and help set them up for long-term growth. 

In this role, you will:

• Oversee the customer experience for a portfolio of approximate 35 enterprise-level, high-value accounts with the goals of retention and growth.
• Build and foster deep relationships at all levels of the customer organisation, multi-tasking with customers to ensure alignment with their business goals and use cases and develop long-term partnerships.
• Use strategic thinking, consultative problem solving, and deep product knowledge to help your customers achieve measurable business outcomes, new use cases and maximize their ROI with HubSpot. 
• Partner with multiple internal cross-functional teams (Sales, Marketing, Product, Contract Management, and HubSpot executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation.
• Create and deliver Executive Business Reviews, presentations and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the HubSpot platform.
• Act as a customer advocate and focus on deep platform solutioning, by developing adoption roadmaps, identifying and removing technical and cultural adoption barriers, creating and delivering success plans with clear outcomes, aligning internal resources to support customer initiatives - all while demonstrating resilience and perseverance in the face of setbacks or slow progress.
• Travel onsite to deliver strategic consulting engagements if needed, usually around 2-3 times yearly.
• Demonstrate a sustained, significant, and quantifiable impact on the business in the areas of program development, team growth and/or people development. 

We are looking for people who have:

• A personal investment in helping customers succeed.
• Experience working with large organizations (200+ employees)
• Experience managing a minimum of $5-6M ARR
• A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management. Experience in doing this with SaaS platforms is desired.. 
• Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations. 
• Comfortability with navigating change.
• Project management expertise, including planning and executing strategic initiatives.
• Experience with risk management, account retention, and renewal strategies.
• An autonomous, proactive approach to identifying challenges and creatively solving them collaboratively.
• Experience as a Senior CSM, Senior Account Management or with strategic partnerships. 
• Experience working with VP+ or C-suite decision-makers. 

What are the benefits?

HubSpot offers a flexible, supportive environment designed to help you do your best work and grow your career:

• Competitive base salary, commissions and stock options
• Remote-first flexibility - work from home, the office, or hybrid
• Structured onboarding and ongoing learning opportunities (including an annual education allowance)
• Flexible Time Off policy
• Healthcare and wellness reimbursements
• Primary and Secondary Caregiver Leave
• Employee Resource Groups and inclusion programs to support belonging
• Volunteering time so you can give back to your community
• Consistently recognised as a great place to work by Comparably.

Check out HubSpot’s careers site to see all our benefits and learn more about our culture.

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.