About this role.
HubSpot is seeking a Customer Success Manager for its Small Business segment in the ANZ region, with remote work options across Australia. The role focuses on driving customer retention, adoption, and measurable ROI for complex customers using HubSpot's CRM platform and AI-powered tools. The CSM will act as a trusted advisor, building relationships with key stakeholders, creating success plans, monitoring customer health, and identifying growth opportunities. Collaboration with internal teams and executive leadership is essential to ensure renewals and long-term customer success. This position requires a proven track record in quota-carrying customer success roles within a SaaS environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am writing to express my enthusiasm for the Customer Success Manager, Small Business role at HubSpot. With a proven track record in driving customer retention and revenue growth in SaaS environments, I am excited about the opportunity to help ANZ customers grow better using your platform. My experience includes developing strategic success plans, building strong relationships with key stakeholders, and leveraging data and AI tools to deliver measurable ROI.
In my previous roles, I consistently exceeded retention goals by proactively identifying at-risk accounts and implementing effective risk mitigation strategies. I am highly organized, resilient, and passionate about aligning customer outcomes with business objectives. I am particularly drawn to HubSpot's culture commitments and its focus on AI-enabled, scalable customer success.
I look forward to contributing to your team and driving exceptional value for your customers. Thank you for considering my application.
Sincerely, [Your Name]
Sample interview questions
I would share a specific example where I identified a customer with low engagement, conducted a thorough health check, and engaged them in a strategic conversation to understand their goals. I then created a tailored success plan, increased training and check-ins, and coordinated with product specialists to address their pain points. The result was a renewed contract and expanded usage of our platform.
I use a combination of customer health scores, revenue impact, and churn risk to prioritize. I segment customers into tiers and dedicate more time to high-risk, high-value accounts. I also leverage automation and AI tools to scale touchpoints for lower-risk customers, ensuring that all accounts receive appropriate attention without sacrificing quality.
I would use the framework to categorize customers based on their usage, sentiment, and business impact. This helps identify where to focus my efforts. I would then engage customers with tailored strategies, using AI-driven insights to anticipate needs and deliver proactive value, ultimately improving gross revenue retention.
I have experience maintaining an accurate view of my book of business, tracking renewal dates, and monitoring customer health metrics. I regularly update CRM data and provide qualitative and quantitative forecasts based on risk factors and expansion opportunities. This allows contract management to prepare for negotiations and mitigate potential churn.
I believe in continuous learning and actively experiment with new tools. I would leverage HubSpot's AI capabilities to automate routine tasks, gain predictive insights, and scale my efforts. I also participate in webinars, internal training, and industry communities to stay ahead of trends and apply them to my daily workflow.
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?
Our Customer Success team is on a mission to deliver best-in-class services and support to our ANZ customers. From developing creative, personalised strategies for businesses to creating resources that help people become HubSpot experts, we help our customers grow better using our software.
In ANZ, Customer Success Managers (CSMs) are trusted advisors responsible for driving customer retention and adoption outcomes. This means ensuring our customers realise measurable ROI, adopt HubSpot deeply, and see long-term success with our platform.
You’ll use HubSpot’s Customer Prioritisation Framework (CPF) and AI-native tools to engage the right customers at the right time, turning insights into action. By focusing on Gross Revenue Retention (GRR), you’ll help us deliver both customer value and business growth.
What will you do?
- Primary ownership and accountability for ensuring customer growth, delight, and retention for complex customers who require higher-touch service.
- Build and foster relationships with key decision makers and stakeholders across multiple customer teams
- Engage customers in strategy conversations, to derive maximum value from their investment in HubSpot
- Define what success means for your customers and produce detailed plans outlining roadmap to achieve success and share in accountability of their success
- Monitor customer health and create risk mitigation plans and Identify and develop new opportunities for expanding customer’s usage of new products
- Collaborate with other HubSpot teams, and executive leadership, to ensure adoption and successful customer renewals
- Resolve customer inquiries by aligning customers with the right resources
- Be accountable for the retention of your customers along with providing forecasting insights to our Contract Management team around upcoming renewals
- Continuously improve your own skills by leveraging AI, data, and Success Excellence Metrics to consult at scale.
- Embody HubSpot’s Culture Commitments by solving for the customer, being bold and learning fast, and aligning, adapting, and going forward together.
Who are you?
- Experienced 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.
- Excellent communicator – clear, confident, and empathetic across phone, written, and in-person settings.
- 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 of customers.
- Resilient, adaptable, and motivated to thrive in a fast-paced, AI-enabled environment.
What are the benefits?
- Hybrid work environment – You can choose to work from Home, Office or Flex!
- Structured 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 & annual fitness reimbursement
- Opportunity to work with amazing colleagues who embody HubSpot’s HEART core values
- Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks
- Check out the HubSpot Website to see all our wonderful Benefits
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.
We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.
If you need accommodations or assistance due to a disability, please reach out to us using this form.
At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events, such as your Product Group Summit and other gatherings, to continue building on those connections.
If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements
Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Germany Applicants: (m/f/d) – link to HubSpot’s Career Diversity page here.
India Applicants: link to HubSpot India’s equal opportunity policy here.
About HubSpot
HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot’s connected platform enables businesses to grow faster by focusing on what matters most: customers.
At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.
We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.
Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.
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HubSpot may use AI to help screen or assess candidates, but all hiring decisions are always human. More information can be found here. By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. We may use CLEAR ID Verification during the hiring process to confirm your identity and help maintain a safe, secure, and trusted experience for all candidates. Refer to HubSpot’s Recruiting Privacy Notice for details on data processing and your rights.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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