Sr. Customer Success Manager

What You'll Do

Customer Relationship Ownership

• Serve as the primary point of contact and owner of customer relationships internally at Highspot.
• Deeply understand customer needs and identify opportunities to expand value, footprint, and engagement.
• Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage.
• Multi-thread across stakeholders at all levels (ATL, OTL, BTL) in Enablement, Sales, Marketing, Operations, Finance, IT, and others; rebuild relationships in case of stakeholder turnover.

Strategic Account Planning

• Collaborate with customers to develop Mutual Value Plans.
• Analyze portfolio to identify risks and opportunities; prioritize for impact.
• Partner with Account Management on renewal risks and project manage plans to mitigate churn.
• Identify expansion opportunities and hand off to Account Management.
• Partner with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize implementations and resolve challenges.

Value Realization

• Help customers achieve quantifiable ROI from the Highspot platform.
• Drive product adoption, usage, satisfaction, and advocacy.
• Identify opportunities to sell add-on services.
• Coordinate internal teams (engineering, marketing, product, support) for customer maturity and technical discussions.

Your Background

• Proven ability to consult with senior stakeholders to understand business goals and deliver value plans.
• 2+ years owning complex enterprises and 5+ years in customer-facing roles.
• Excellent communication skills (verbal, written, presentations) with ability to synthesize complex problems for executive audiences.
• Strong collaboration and influence skills across internal and external stakeholders.
• Thrives in ambiguity; able to create structure and process.
• Prioritizes customer experience, satisfaction, and retention; anticipates needs with critical thinking.
• Builds respectful, growth-oriented customer relationships; evangelizes the product.
• Strong business intuition and excitement for using software solutions to accelerate goals.
• Eager to learn sophisticated technical products.
• High integrity, calm under pressure, strong project management skills for complex engagements.
• Resourceful in finding answers and communicating technical concepts to varied audiences.