# Director, Customer Success Management

**Company:** [Highspot](https://hotfix.jobs/companies/highspot)
**Location:** Remote
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** MEDDPICC, Salesforce, Dynamics 365, CRM, SaaS, Customer Success, Account Management, Renewals, Forecasting, Executive Leadership
**Posted:** 2026-06-26

> Lead and scale a team of Customer Success Managers for Enterprise and Strategic accounts, driving retention, adoption, and expansion while coaching cohesive account team motions and partnering cross-functionally.

## Job Description

## Drive Customer Value & Growth
- Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle.
- Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base.
- Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes.
- Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders.

## Cultivate Deep Product Expertise
- Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments.
- Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption.
- Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level.

## Foster a High-Performance Culture
- Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team.
- Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness.
- Set and uphold high performance and engagement standards, balancing accountability with empathy.
- Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.”

## Drive Commercial Impact & Retention
- Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio.
- Drive adoption of MEDDPICC sales methodology.
- Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers.
- Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership.
- Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed.

## Collaborate Cross-Functionally
- Partner with Product leadership to channel customer insights into product strategy and innovation.
- Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities.
- Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function.

## Lead & Scale the Organization
- Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts.
- Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes.
- Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.

## Your Background
- 8+ years of experience in Customer Success, post-sales, or sales leadership in SaaS, with a focus on Enterprise or Strategic segments.
- 6+ years of direct client management experience with enterprise-level customers.
- Demonstrated ability to design, build, and scale global organizations and processes.
- Track record of owning retention and growth metrics, including experience partnering with renewal and sales teams on commercial execution.
- Experience building and modeling cohesive account team motions across CS, Sales, and Renewals.
- Proven executive leadership and decision-making capabilities with strong operational rigor.
- High emotional intelligence and a people-first leadership style — you lead with empathy, build trust quickly, and bring out the best in the people around you.
- Strong communication and storytelling skills, with the ability to influence internal stakeholders and engage with C-level executives.
- Deep familiarity with SaaS businesses, including metrics, challenges, and lifecycle dynamics.
- Experience working cross-functionally with Product, Sales, Services, and Marketing to deliver seamless customer outcomes.
- Familiarity with MEDDPICC or comparable sales methodologies and their application within a Customer Success context.
- Successful history of hiring, developing, and retaining world-class talent across leadership and frontline roles.
- Strong technical and product acumen, including experience with CRM platforms (Salesforce/Dynamics 365) and sales enablement technologies.
- Entrepreneurial mindset, adaptable to change, with a focus on solutions and opportunities.

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