Job Description

About Highspot
Highspot is a software product development company and a recognized global leader in the sales enablement category, leveraging cutting-edge AI and GenAI technologies at the core of its robust Software-as-a-Service (SaaS) platform. Highspot is revolutionizing how millions of individuals work worldwide. Through its AI-powered platform, Highspot drives enterprise transformation to empower sales teams through intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics. The Highspot platform delivers advanced features tailored to business needs, in a modern design that sales and marketing executives appreciate and is the #1 rated sales enablement platform on G2 Crowd.

While headquartered in Seattle, Highspot has expanded its footprint across America, Canada, the UK, Germany, Australia, and now India, solidifying its presence in the Asia Pacific markets.

About The Role
In this role, you will be joining the Customer Success team. This is a high-impact and high-visibility position in which you will be responsible for leading a team of Customer Success Managers who own a portfolio of customers, guiding them through their post-sales onboarding process, and acting as a trusted advisor throughout their time with Highspot. You will work closely with the leaders of Services and Account Management to define and implement the customer strategy as well as supporting and coaching the growing Customer Success team. You will play a key role in building and sustaining customer and partner relationships while driving the adoption of Highspot within the customer’s organization and ensuring that customers get the full benefits of using our platform. You will drive strategic customer success initiatives, enhance operational efficiencies and support team development to ensure high customer satisfaction and retention.
Responsibilities
  • Provide Customer Insight. Develop relationships with our customers to understand their Highspot experience and synthesize key themes from across the customer base to keep us moving toward the perfect customer experience. Coach the Customer Success team to align product features to customer business goals and objectives.
  • Guide your team through complex and difficult organizational issues across all customer segments. Drive data-driven decision-making by analyzing customer health metrics and team performance metrics.
  • Scale Organizations, Processes, and Operations. Work with your management team to design organizational and process changes as our company grows and evolves and be the primary execution point for making those designs a reality within Customer Success. Maintain detailed reports on customer interactions, trends, and team performance.
  • Develop a High Performing, High Engagement Team and Culture. Coach and develop your direct reports. Demonstrate very high emotional intelligence. Set and uphold the highest performance standards. Help colleagues “enjoy the ride” - one of our core guiding principles.
  • Partner effectively across functions. Act as an ally and partner to colleagues in related functions - Product, Account Management, Marketing, and others - making decisions that take broader perspectives into account and providing insight into others’ decisions. Demonstrate a balanced, reasoned approach to conflict or differing priorities.
  • Cultivate deep product knowledge. To date, this has been one of the hallmarks of the Customer Success team. Gain deep knowledge, understanding, and experience with the Highspot product and how it is integrated with other systems in a customer environment. Provide training/guidance/best practices to customers and team.
  • Key KPIs include, but are not limited to, Customer retention rate, churn reduction, Team performance on CSAT & NPS, and Product adoption and engagement metrics.
    • Required Qualfications
  • A minimum of 10 years of experience working in a Customer Success capacity.
    • 3+ years of managing high-performing revenue attainment teams in a SaaS environment.
    • 5+ years in Customer Success, and direct client management experience.
    • Demonstrated ability to work cross-functionally.
    • Familiarity with SaaS businesses, metrics, goals, and challenges.
    • Track record of driving customer retention, adoption, and expansion at scale.
    • Proven strong executive leadership and decision-making abilities.
    • Strong communication skills, ability to articulate and sell a vision internally and externally.
    • Strong execution skills and the ability to drive action and accountability.
    • Proven track record of hiring, developing, and managing world-class talent.
    • Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
    • Ability to communicate directly to the product and technical teams: share insights into root causes of customer discontent, advocate for features/functionality to eliminate churn, drive customer satisfaction.
    • Experience working with and deploying CMS/DMS technologies.
    • Working Knowledge of CRM (Salesforce.com, Dynamics 365) operations and administration.
    • Entrepreneurial spirit and mindset, a focus on possibilities and not obstacles.
    • Proven ability to navigate ambiguity and change.
    • Proven track record of defining and optimizing processes.