Senior Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +25 more states.

📋 Description

• Act as the primary representative and voice of Highspot for customers within your portfolio, taking ownership of those relationships internally at Highspot.

• Gain an in-depth understanding of your customers’ requirements, proactively assisting business leaders in discovering ways to enhance value, expand our reach, and deepen engagement.

• Cultivate relationships with solution owners (Enablement, Marketing, Ops, etc.) to promote product usage and engagement.

• Engage with various stakeholders across Enablement, Sales, Marketing, Operations, Finance, IT, and other levels (ATL, OTL, and BTL) to achieve your objectives; in cases of key stakeholder turnover, you will seek out and establish new relationships.

• Work collaboratively with customers to create a mutual value plan.

• Assess your portfolio to identify risks and opportunities, prioritizing actions based on potential impact.

• Team up with your Account Management colleagues in situations involving renewal risks; manage the project plan to mitigate “get to green churn risk.”

• You will take the lead in identifying expansion opportunities, which will then be communicated to the Account Management team.

• Collaborate internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to streamline customer implementations and address technical challenges.

• Assist customers in realizing the full benefits of the Highspot platform; the CSM should empower the Solution Owner and ATL to believe their organization has achieved measurable ROI from Highspot.

• Promote product adoption and sustained usage of Highspot, focusing on making it an indispensable platform for customers while enhancing customer satisfaction and advocacy.

• Identify chances to offer additional services that support customer objectives.

• Ensure that customer maturity and technical discussions are executed effectively by coordinating solutions internally across engineering, marketing, product, and support teams.

⛳️ Requirements

• Demonstrated ability to consult with customers at all levels to grasp their business objectives and formulate plans that surpass customer expectations for value.

• 2+ years of experience managing complex enterprises and 5+ years in a customer-facing role.

• Outstanding communication skills (verbal, written, presentations) with the capability to distill and summarize complex issues for an executive audience both internally and externally.

• Strong collaboration abilities to influence and achieve alignment among internal and external stakeholders.

• Capacity to flourish in ambiguous situations, with enthusiasm for establishing structure and processes for our largest clients.

• Prioritizes customer experience with a focus on satisfaction and retention; you aim to understand clients’ strategic business objectives, apply critical thinking in managing your portfolio, anticipate future needs, and devise solutions.

• Believes that profitable customer relationships are built on mutual respect and that growth stems from nurturing these relationships. You’ve demonstrated the ability to cultivate relationships and optimize enterprise customer accounts, understanding the importance of advocating for your product.

• Passionate about leveraging products to expedite business objectives; you possess a strong business intuition and a keen interest in driving software solutions.

• Eager to learn about complex technical products and comprehend their intricacies.

• A team player with high integrity and a commitment to supporting your colleagues; you maintain composure during technical or customer-related challenges and rally the right individuals to resolve issues, inspiring others with your positive attitude.

• Skilled at digesting and effectively communicating technical concepts to audiences with varying levels of technical expertise; resourceful in finding answers when you don’t have them readily available.

• Possess a solid background in project management, adept at organizing intricate customer engagements across multiple stakeholder groups.

🏝️ Benefits

• Comprehensive medical, dental, vision, disability, and life insurance benefits.

• Health Savings Account (HSA) with employer contributions.

• 401(k) Matching with immediate vesting on employer match.

• Flexible Paid Time Off (PTO).

• 8 paid holidays and 5 paid days for Annual Holiday Week.

• Quarterly Recharge Fridays (paid days off for mental health rejuvenation).

• 18 weeks of paid parental leave.

• Access to Coaches and Therapists through Modern Health.

• 2 volunteer days per year.

• Commuting benefits.