Customer Success Manager – Australia/APAC
Immersive Labs
Cyber Security
Lead Customer Success Manager, Strategic Accounts
HubSpot
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇦🇺 Australia
Visit company websiteSalary
💰 A$129,000 - A$206,000 per year
Job Level
Senior
About the role
- Oversee the customer experience for a portfolio of 30 - 40 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.
Requirements
- 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 but not required.
- 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.
Benefits
- 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
- Flexible Time Off Policy + a week of rest!
- Private health insurance allowance
- Paid 4 week sabbatical after 5 years with HubSpot
- Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
strategic consultingchange managementproject managementrisk managementaccount retentionrenewal strategiesSaaS platformscustomer experience managementbusiness outcome measurementexecutive-level presentations
Soft skills
relationship-buildingcommunicationproblem-solvingmultithreadingautonomousproactiveresilienceperseverancestrategic thinkingconsultative
