Senior Customer Success Manager

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?

Senior Customer Success Managers (CSMs) at HubSpot are trusted strategic advisors responsible for driving customer retention and expansion across a portfolio of higher-value Mid-Market and Corporate accounts. You'll own around 140 complex accounts, leading strategic conversations, strengthening discovery and value realisation, and ensuring customers achieve measurable ROI, adopt HubSpot deeply, and see long-term success with our platform.

You'll use data, AI, and HubSpot's Customer Prioritisation Framework (CPF) to engage the right customers at the right time - driving both Gross Revenue Retention (GRR) and Gross Expansion Rate (GER).

As a Senior CSM in the Corporate team, you will:

• 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.
• Share learnings and best practices with the team to improve the quality, consistency and efficiency of how we support customers.
• Embody HubSpot’s Culture Commitments by solving for the customer, being bold and learning fast, aligning/adapting/going, and delivering with HEART.

Who are you?

• 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.

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.