Head of Customer Success- Remote at Highspot

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Sales Enablement, SaaSIndustries

Requirements

12+ years of experience leading high-performing Customer Success or post-sales organizations in a SaaS environment, with proven success at scale
7+ 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, growth, and customer satisfaction metrics across a large customer base
Proven executive experience (inferred from role context)

Responsibilities

Drive Customer Value & Growth: Ensure every customer experiences a consistent, high-quality engagement throughout their lifecycle; partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion; provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders
Cultivate Deep Product Expertise: Uphold deep knowledge of the platform and its integrations; ensure the CSM organization provides best practices, training, and guidance to maximize customer value and adoption; champion product expertise as a differentiator
Foster a High-Performance Culture: Hire, coach, and develop top talent; set and uphold high performance and engagement standards, balancing accountability with empathy; cultivate a culture embodying Highspot’s guiding principles, especially “Enjoy the Ride.”
Collaborate Cross-Functionally: Partner with Product leadership to channel customer insights into strategy and innovation; work with Marketing and Sales on customer advocacy, reference-ability, and expansion; collaborate with Operations and Analytics for data-driven decisions
Lead & Scale the Organization: Build and inspire a Customer Success organization setting the standard for excellence; implement scalable processes, tools, and metrics for efficiency, consistency, and predictable outcomes; develop leadership bench for succession planning and long-term strength

Skills

Key technologies and capabilities for this role

Customer SuccessLeadershipStrategyCustomer AdoptionRetentionExpansionSales EnablementExecutive SponsorshipTeam ScalingCustomer Partnerships

Questions & Answers

Common questions about this position

Is this Head of Customer Success role remote?

Yes, the role is remote as indicated by the job title.

What is the salary or compensation for this position?

This information is not specified in the job description.

What key skills or experiences are required for the Head of Customer Success role?

The role requires executive leadership in customer success, experience scaling CSM teams across customer segments, deep product expertise, cross-functional collaboration skills, and talent development abilities.

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 embodies guiding principles like 'Enjoy the Ride' in a high-performance culture balancing accountability with empathy.

What makes a strong candidate for this Head of Customer Success position?

Strong candidates will have proven executive experience leading global CSM teams, driving customer adoption and expansion, fostering high-performance cultures, and collaborating cross-functionally while championing deep product expertise.

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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