Job Description
About the role
We're seeking an experienced Customer Success Manager to join the organization. The organization is enterprise software for sales performance and employee engagement. Companies use our platform to recognise achievements, run competitions, track goals, and give teams real-time visibility into performance, driving productivity and revenue. We’re trusted by global enterprises, high-growth companies, and professional sports franchises, and recognised as a leader on G2 and Capterra not just for the solution we deliver, but for the quality of support and partnership our Customer Success team provides.
Based in the Philippines, you'll manage a portfolio of international customers and ensure they achieve measurable results with company. This is not a reactive support role, you'll own the customer relationship from onboarding through adoption, renewal, and expansion, with HubSpot as your command center. The ideal candidate is a commercially minded, proactive, and well-organised customer success professional with excellent communication skills. A strong customer success background is what matters most.
Objectives of the role
● Manage and grow relationships with a portfolio of customers, acting as their primary point of contact
● Engage proactively to understand each customer's goals and challenges, and build clear, measurable success plans
● Ensure high retention, renewal, and satisfaction levels across the full customer lifecycle
● Monitor customer health metrics, track success KPIs, and report customer outcomes to leadership
● Identify churn risk early and lead recovery plans; identify and progress expansion and upsell opportunities
● Maintain complete, accurate customer and renewal data in HubSpot
● Advocate for the customer inside and provide structured product feedback to the team
Your tasks
● Onboard new customers: configure their account, run training, and drive successful adoption
● Conduct regular check-ins, account reviews, and quarterly business reviews (QBRs) via zoom to assess progress and plan next steps
● Own renewals and maintain accurate renewal forecasts
● Identify upselling and cross-selling opportunities, partnering with Sales to grow accounts
● Manage customer inquiries and tickets in HubSpot Service Hub, meeting SLA targets
● Log all communication, risks, actions, and renewal activity in HubSpot, and use that data to prioritise outreach
● Serve as the liaison between customers and internal teams (Product, Sales, Support), and manage escalations to fast resolution
Required skills and qualifications
● 3+ years of experience as a Customer Success Manager, Account Manager, or in a customer success / client success role
● Demonstrated responsibility for customer retention and renewals
● Hands-on experience with HubSpot, or another major CRM, with the ability to get up to speed on HubSpot quickly
● Ability to manage multiple accounts at different lifecycle stages, and to analyse customer data and usage trends to spot risk early
● Strong interpersonal and communication skills in written and spoken English, and confidence running customer meetings over video/zoom
● Excellent problem-solving with a proactive, customer-focused mindset, you go to customers before they come to you
● Strong organisational and time-management skills
● Available to work Australian business hours from the Philippines
Preferred skills and qualifications
● Experience in software, SaaS, or technology (helpful, but not required)
● Experience with a customer success platform or support platform
● Experience with Gong or Microsoft Teams
● Customer onboarding or implementation experience
● Experience managing customers in Australia, North America, or the United Kingdom
● Familiarity with HubSpot and Salesforce (a common customer integration)
What success looks like
● First 30 days: You know our product, our HubSpot setup, and your accounts, and you've met your key customers.
● First 90 days: You're independently running onboardings, account reviews, and renewals, with portfolio health and SLAs trending up.
● First year: You own retention and expansion for your book of business, with strong net revenue retention and reference-able customers.
You'll be measured on customer retention and renewals, timely onboarding and adoption, reduction in preventable churn, accuracy of customer and renewal data in HubSpot, proactive outreach, and customer satisfaction.
What company offers
● Competitive salary, paid time off, and a reliable Monday - Friday schedule
● Direct involvement with an international enterprise software business and customers across several countries
● Exposure to HubSpot and modern customer-success technology
● Real opportunities for increased responsibility and career progression
● A collaborative, fast-paced, high-performance culture focused on innovation, transparency, and continuous learning. Where your work has a visible impact: