We are seeking a seasoned Client Success Leader to drive the delivery of high-quality projects and lead our client delivery operations. The ideal candidate will have a deep understanding of business processes and operational bottlenecks, as well as experience in leading teams and managing multiple projects.
Key Responsibilities:
* Lead the Client Services team to deliver exceptional outcomes across HubSpot implementation and ongoing support.
* Act as a senior escalation point for client issues, driving retention and satisfaction.
* Collaborate with the Managing Director and Senior Solution Consultant to develop and evolve service offerings.
* Lead project meetings and manage client deliverables.
* Lead QBRs and other strategic conversations.
HubSpot Solution Scoping:
* Conduct discovery sessions to understand clients' sales, marketing, and service challenges.
* Translate business processes into HubSpot system requirements, including CRM architecture, custom objects, workflows and automations, lifecycle stages, reporting & dashboards, sales pipeline and deal configuration, AI pathway.
* Collaborate with the Senior Solution Consultant to scope and document delivery plans.
* Stay current with HubSpot product updates and recommend best-fit configurations.
Team & Delivery Management:
* Manage resourcing and delivery capacity across client projects.
* Implement and optimise internal workflows, project management systems, and SOPs, suggesting new ways to scale and use AI to increase speed and efficiency.
* Oversee team leads or specialists across CRM and automation.
* Drive team performance and professional development.
* Collaborate with the Growth Consulting team on any projects that overlap.
Commercial & Operational Oversight:
* Contribute in collaboration with the Managing Director to pricing, packaging, and proposal development.
* Monitor project profitability and delivery efficiency.
* Track and report on client health, team utilisation, and delivery metrics.
* Run internal NPS program.
You'll Excel in This Role If You:
* Have 5–10+ years in a digital agency, SaaS, or marketing/tech client management role.
* Possess deep knowledge of HubSpot (ideally across all Hubs).
* Are adept at understanding business processes and operational bottlenecks.
* Have led a team, managed multiple projects, and engaged in detailed work when necessary.
* Have a base knowledge of integrations and system architecture.
* Enjoy improving systems, processes, and client experiences.
* Strong commercial acumen and experience in a client-facing leadership role.
Bonus Skills (Nice to Have):
* HubSpot certifications (Solutions Partner credentials are a plus).
* Project Management and/or Business Analysis qualifications.
What We're Looking For:
We're looking for a sharp, commercially-minded leader who's just as comfortable in a strategic client meeting as they are digging into a workflow build or resourcing plan. You'll thrive here if you genuinely care about client outcomes, love building scalable systems, and lead with empathy and clarity.
Personal Attributes:
* Strategic & Commercially Savvy – You see the bigger picture and understand how to deliver value for both the client and the business.
* Client-Centric, with Healthy Boundaries – You're great with people but know how to manage scope, push back constructively, and lead the relationship.
* Process-Driven – You love structure and can build (and improve) systems that make the delivery engine run smoothly.
* Mentor & Motivator – You bring people with you. You lead by example, coach junior staff, and foster a culture of high standards without burnout.
* Adaptable & Curious – You embrace change, keep up with HubSpot and marketing trends, and are always looking to learn and improve.
* Clear Communicator – Whether it's running a client workshop or writing an internal update, you know how to get to the point and keep people aligned.
Cultural Fit:
* Team First – You collaborate openly, celebrate wins together, and never throw others under the bus.
* Bias for Action – You get things done. You don't wait to be told, you lean in and lead.
* Owner Mentality – You treat Flipside's success like your own. You're solutions-focused and proactively make things better.
* Driven by Impact – You want to do meaningful work that helps clients grow and sets the bar higher for our industry.
Salary & Package:
* We offer a highly competitive base salary and performance-based bonus tied to client satisfaction, delivery efficiency, and retention.
* Flexible work arrangements, work from home.
* Training and development.
* Growth pathway, and opportunity to shape delivery operations as we scale.
Unlock job insights:
Your application will include the following questions:
* Which of the following statements best describes your right to work in Australia?
* How many years' experience do you have as a Head of Client Service?
* What's your expected annual base salary?
* How much notice are you required to give your current employer?