Manager, Customer Success ANZ

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 searching for a visionary leader to join our ANZ Customer Success team as one of the Managers. You will be responsible for managing and growing the current ANZ Customer Success program, as well as defining the vision, strategy and roadmap for the next generation.

In this role, you will hire, coach and develop a team of junior Customer Success Managers to help ensure each teammate achieves their targets. 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.

This requires a strong customer gene, problem solving capabilities, the ability to motivate a team and strong analytical skills. As part of our customer success-focused, results-driven organization you’ll be responsible for maintaining a high standard of customer experience and driving sustainable, long-term customer happiness. The right candidate is truly passionate about helping customers grow, and has the experience to demonstrate it.

What will I do?

• Lead one of our ANZ Customer Success teams towards continued 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
• Attract and grow the best customer success talent on the planet through effective recruiting, selecting and training methods
• 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
• Maintain professional and technical knowledge of Inbound and HubSpot tools
• 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 target in excess of company expectations
• An entrepreneurial and curious spirit with initiative and drive to pursue new ideas
• Demonstrated experience owning and multiple leading 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?

• Flexible work options (Learn more here)
• Unlimited time off policy & Global Week of Rest
• Five-Year mark sabbatical (four-week paid sabbatical with the equivalent of USD$5K Bonus)
• Employee Stock Purchase Plan
• Comprehensive benefits package (medical, dental and life insurance)
• Tuition Reimbursement and Employee Development of up to $5,000 USD per annum
• The Free books program