Senior Customer Success Manager

Summary

Join Highspot as a Customer Success Manager and ensure customer satisfaction, retention, and success. Build strong customer relationships, understand their needs, and help them maximize product value. Strategically expand customer engagement, drive product adoption, and foster advocacy across various organizational levels. Proactively identify account risks, collaborate with internal teams, and achieve expertise in the Highspot platform. Deliver essential customer-facing milestones, including Mutual Value Plans, Solution Health Reviews, and Strategic Business Reviews. Partner with Account Management for renewals and expansions. Help some of the world’s most influential companies solve their toughest problems.

Requirements

• Proven ability to consult with customers at all levels of seniority to understand their business goals and to craft and deliver plans to exceed customer expectations for value
• 2+ years owning complex enterprises and 5+ years in a customer facing role
• Excellent communication skills (verbal, written, presentations) and the ability to synthesize and summarize complex problems for an executive audience both internally and externally
• Strong collaboration skills to influence and gain alignment across internal and external stakeholders
• Ability to thrive in ambiguous situations and is excited to create structure and process as we go for our largest customers
• Prioritizes customer experience with a focus on customer satisfaction and retention. You strive to understand clients’ strategic business goals, deploy critical thinking in leading and executing your portfolio, anticipate future needs, and determine solutions
• Believes profitable customer relationships are founded on respect and that growth and expansion come from cultivating relationships. You have shown the capacity to develop relationships and optimize enterprise customer accounts, you understand what it means to evangelize your product
• Excited about the ways products can be used to accelerate business goals. You have a strong intuition for business and an admiration for driving software solutions
• Loves to learn about sophisticated technical products and to understand the intricacies of how they work
• A teammate with a high level of integrity and a desire to assist your team. You stay calm in the face of technical and/or customer challenges. You corral the right people to resolve and infect others with your can-do spirit
• You have skills for digesting and effectively communicating technical concepts across audiences of varying technical abilities. You’re resourceful - you might not have all the answers, but you know how to find them
• You have a strong background in project management, organizing complex customer engagements across multiple stakeholder groups

Responsibilities

• Serve as the face and voice of Highspot to customers in your portfolio and as “the buck stops with you” owner of those customer relationships internally at Highspot
• Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement
• Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement
• Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships
• Collaborate with customers to develop a mutual value plan
• Analyze your portfolio, identify risks and opportunities, and prioritize for impact
• Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to “get to green churn risk”
• You will be responsible for identifying expansion opportunities, which you will pass on to the Account Management team
• Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges
• Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain
• Drive product adoption and ongoing usage of Highspot with a focus on making Highspot an essential platform for the customer while promoting customer satisfaction and advocacy
• Identify opportunities to sell add-on services in support of achieving customer goals
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams

Benefits

• Comprehensive medical, dental, vision, disability, and life benefits
• Group Retirement Savings Plan (RRSP) and matching employer contributions (DPSP) with immediate vesting
• Flexible PTO
• Generous Holiday Schedule + 5 Days for Annual Holiday Week
• Quarterly Recharge Fridays (paid days off for mental health recharge)
• Flexible work schedules
• Access to Coaches and Therapists through Modern Health
• 2 Volunteer days per year
• Monthly transportation allowance for employees that work in our Vancouver Hub location