Description:
Due to growth, we’re searching for a visionary leader to join our ANZ Customer Success team. 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 also hire, coach and develop a team of new and established Customer Success Managers to help ensure each team achieves their metrics. In addition, you will work closely with Customer Success leadership, sales leadership, training and recruiting teams on 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.
In This Role You Will
- Lead the ANZ Customer Success team towards continued success in customer happiness.
- Partner strategically with Senior Customer Success and Sales leadership to define and implement successful programs and support growth in region
- Work collaboratively with Global Customer Success leaders and cross-functionally with other leaders to ensure alignment across businesses that will lead to our customers’ success
- 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
- Be responsible for the metrics and results of your team
- Analyze customer and performance data to make informed decisions about operational and procedural changes
- Superior understanding of data and analytics
- Be the internal and external voice of our ANZ customers
- Demonstrate 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 playbooks
We’re Looking For Someone Who Has
- 3+ years of experience in a management role, ideally in a global, scaling tech company. SaaS experience is also 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
- Ability to communicate effectively in small and large groups
- Experience working effectively with all levels of management
- An entrepreneurial and curious spirit with initiative and drive to pursue new ideas
- Demonstrated experience owning and multiple leading projects to successful outcomes
- Self-motivated and experienced in change management
- Strong track record of using data to inform decision making
- Experience handling customer escalations
- Ability to adapt quickly to new software and constantly changing business requirements