United States onlyAbout the RoleIn 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 small to mid-sized accounts, guiding customers 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.
What You'll Do
- 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.
- 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.
- 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.
Your Background
- 7+ years of client management experience with SMB, Commercial and Enterprise level customers
- 5+ years of managing high-performing revenue attainment teams
- 5+ years working with SaaS products and technologies
- Demonstrated ability to work cross-functionally
- Familiarity with SaaS businesses, metrics, goals, and challenges
- 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
This position is available either in-office or remote, as applicable, at the following locations:
- Arizona - Remote
- Arkansas - Remote
- California - Remote
- Connecticut - Remote
- Florida - Remote
- Georgia - Remote
- Idaho - Remote
- Illinois - Remote
- Maryland - Remote
- Massachusetts - Remote
- Michigan - Remote
- Minnesota - Remote
- Missouri - Remote
- Montana - Remote
- Nevada - Remote
- New Hampshire - Remote
- New Jersey - Remote
- New York - Remote
- North Carolina - Remote
- Ohio - Remote
- Oregon - Remote
- Pennsylvania - Remote
- Tennessee - Remote
- Texas - Remote
- Utah - Remote
- Virginia - Remote
- Washington - Remote
- Washington - Seattle
- Washington, D.C. - Remote
- Wisconsin - Remote
- #BI-Remote
The above represents total expected compensation for this role. Actual compensation will depend on various job-related factors, including, but not limited to, location, experience, and job qualifications.
Highspot also offers the following employee benefits for this position:-Comprehensive medical, dental, vision, disability, and life benefits-Health Savings Account (HSA) with employer contribution-401(k) Matching with immediate vesting on employer match-Flexible PTO-8 paid holidays and 5 paid days for Annual Holiday Week-Quarterly Recharge Fridays (paid days off for mental health recharge)-18 weeks paid parental leave-Professional development opportunities through LinkedIn Learning-Access to Coaches and Therapists through Modern Health-2 volunteer days per year-Commuting benefits
LI-JB1
Equal Opportunity StatementWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button.
Canada only
AI, AG + 39 more