# Sr. Customer Success Manager

**Company:** [Highspot](https://hotfix.jobs/companies/highspot)
**Location:** Remote
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, Stakeholder Management, Product Adoption, ROI Analysis, Project Management, Technical Communication, Renewal Management, Expansion Planning, Value Realization, Mutual Value Plans, Executive Presentations
**Posted:** 2024-11-25

> Customer Success Manager responsible for owning enterprise relationships, driving Highspot platform adoption, value realization, and retention. Develop mutual value plans, mitigate risks, identify expansions, and coordinate with internal teams to ensure quantifiable ROI for customers.

## Job Description

## 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.

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**Canonical:** https://hotfix.jobs/jobs/23f1eb86-c8ac-40d2-ab1e-3227f8815e1f