Sr. Customer Success Manager - Remote

What You'll Do

RESPONSIBILITY 1: Customer Relationship Ownership

Serve as the face and voice of Highspot to customers in your portfolio and as “the buck stops with you” owner of those customer relationships internally at Highspot

Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement

Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement

Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships

RESPONSIBILITY 2: Strategic Account Planning

Collaborate with customers to develop a mutual value plan

Analyze your portfolio, identify risks and opportunities, and prioritize for impact

Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to “get to green churn risk”

You will be responsible for identifying expansion opportunities, which you will pass on to the Account Management team

Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges

RESPONSIBILITY 3: Value Realization

Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain

Drive product adoption and ongoing usage of Highspot with a focus on making Highspot an essential platform for the customer while promoting customer satisfaction and advocacy

Identify opportunities to sell add-on services in support of achieving customer goals

Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams

Your Background

Proven ability to consult with customers at all levels of seniority to understand their business goals and to craft and deliver plans to exceed customer expectations for value

2+ years owning complex enterprises and 5+ years in a customer facing role

Excellent communication skills (verbal, written, presentations) and the ability to synthesize and summarize complex problems for an executive audience both internally and externally

Strong collaboration skills to influence and gain alignment across internal and external stakeholders

Ability to thrive in ambiguous situations and is excited to create structure and process as we go for our largest customers

Prioritizes customer experience with a focus on customer satisfaction and retention. You strive to understand clients’ strategic business goals, deploy critical thinking in leading and executing your portfolio, anticipate future needs, and determine solutions.

Believes profitable customer relationships are founded on respect and that growth and expansion come from cultivating relationships. You have shown the capacity to develop relationships and optimize enterprise customer accounts, you understand what it means to evangelize your product.

Excited about the ways products can be used to accelerate business goals. You have a strong intuition for business and an admiration for driving software solutions.

Loves to learn about sophisticated technical products and to understand the intricacies of how they work.

A teammate with a high level of integrity and a desire to assist your team. You stay calm in the face of technical and/or customer challenges. You corral the right people to resolve and infect others with your can-do spirit.

You have skills for digesting and effectively communicating technical concepts across audiences of varying technical abilities. You’re resourceful - you might not have all the answers, but you know how to find them.

You have a strong background in project management, organizing complex customer engagements across multiple stakeholder groups.

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

South Carolina- Remote

Tennessee - Remote

Texas - Remote

Utah - Remote

Virginia - Remote

Washington - Remote

Washington - Seattle

Washington, D.C. - Remote

Wisconsin - Remote

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