Customer Success Manager, ANZ at Highspot

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Sales Enablement, SoftwareIndustries

Requirements

Experienced Customer Success Manager with a technical background
Ability to operate in a fluid environment and go outside the bounds of the job description to ensure customer technical and operational support
Capability to build strong relationships with customers, understand their needs, and help them derive maximum value from Highspot
Experience delivering customer-facing milestones, including Mutual Success Plans, Solution Health Reviews, and Strategic Business Reviews
Ability to partner with Sales for renewals and expansions
Skill in proactively identifying customers not seeing value and developing mitigation plans to resolve risk

Responsibilities

Serve as the primary relationship owner and trusted advisor for a portfolio of APAC customers
Deeply understand customers’ business goals to identify opportunities for expanded value and deeper engagement
Manage relationships with key stakeholders across Enablement, Sales, Marketing, Operations, Finance, and IT at all organisational levels (ATL, OTL, BTL)
Lead and deliver critical customer milestones, including Mutual Success Plans, Solution Health Reviews, and Strategic Business Reviews
Ensure renewal success, identify expansion opportunities, and mitigate churn risk
Collaborate with customers to create and execute mutual success plans aligned to business outcomes
Analyse portfolio to identify risks, opportunities, and priorities for maximum impact
Drive customer adoption and engagement to ensure tangible ROI and platform advocacy
Coordinate with internal teams (Deployment Consultants, TAMs, Support, Professional Services) to optimise solutions and resolve challenges
Help customers mature their enablement programs, translating business goals into measurable success outcomes
Act as a product expert, providing technical guidance, best practices, and solution advice tailored to customers' environment
Partner closely with technical stakeholders to support integrations (CRM, SSO, APIs) and optimise platform performance
Proactively identify and troubleshoot technical challenges, ensuring timely resolutions in collaboration with Product & Engineering
Translate customer feedback into actionable insights for internal teams to drive product enhancements and feature improvements
Support deployment and configuration discussions to help customers operationalise Highspot effectively
Own the customers’ execution plan, helping turn success plans into actionable changes driving incremental value

Skills

Key technologies and capabilities for this role

Customer SuccessCustomer Relationship ManagementSales EnablementMutual Success PlansSolution Health ReviewsStrategic Business ReviewsCustomer RetentionRenewalsExpansionsRisk MitigationTechnical Background

Questions & Answers

Common questions about this position

What is the employment type for this Customer Success Manager role?

The position is full-time.

Is this Customer Success Manager role remote or office-based?

This information is not specified in the job description.

What skills and experience are required for the Customer Success Manager position?

The role requires an experienced Customer Success Manager with a technical background, ability to operate in a fluid environment, and skills in building relationships, strategic account planning, customer adoption, and collaboration with internal teams.

What is the company culture like at Highspot?

Highspot focuses on creating equitable workspaces where everyone feels a deep sense of belonging, is empowered to be an agent of change, and can transform themselves, their workplace, and their world.

What makes a strong candidate for this founding CSM role in APAC?

A strong candidate has CSM experience with a technical background, can thrive as the first CSM in the region by operating fluidly beyond the job description, and excels at customer relationship management, strategic planning, and driving adoption.

Highspot

AI-powered sales enablement platform

About Highspot

Highspot provides a sales enablement platform that helps sales teams improve their productivity and efficiency. Its main product, Highspot Copilot, is an AI-powered digital assistant that delivers the right content to sales representatives at the right time, enhancing their ability to engage and convert potential buyers. The platform supports sales teams by managing sales content, preparing reps for different selling scenarios, and facilitating personalized interactions through digital sales rooms. Highspot also includes features for onboarding and training sales reps, ensuring they are well-prepared for real-world situations. Unlike many competitors, Highspot focuses on driving measurable outcomes such as increased win rates and reduced ramp time for sales reps. The goal of Highspot is to empower sales teams to close deals more effectively and generate higher revenue.

Seattle, WashingtonHeadquarters

2012Year Founded

$625.1MTotal Funding

SERIES_FCompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Medical, dental, vision, disability, & life benefits

Group Retirement Savings Plan (RRSP)

Matching employer contributions (DPSP) with immediate vesting

3 Weeks of Paid Vacation

Generous Holiday Schedule

Quarterly Recharge Fridays

Flexible work schedules

Professional development opportunities

Discounted ClassPass membership

Access to coaches & therapists

2 Volunteer days per year

Risks

Highspot faces competition from larger rivals like Salesforce and Oracle.

Recent layoffs may impact Highspot's operational efficiency and innovation.

Reliance on AI technologies exposes Highspot to data privacy and ethics concerns.

Differentiation

Highspot offers a unified sales enablement platform with AI-driven features.

The platform integrates content management, training, and engagement intelligence for sales teams.

Highspot Copilot enhances sales productivity with AI-powered digital assistance.

Upsides

Highspot is recognized as a leader in the Forrester Wave report Q3 2024.

The partnership with Krisp enhances voice productivity in remote sales environments.

Highspot's Meeting Intelligence improves real-world coaching for better sales outcomes.

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