Senior Customer Success Manager | Corporate ANZ

About 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 You Are

• 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.