Sr. Customer Success Manager, Enterprise - Remote at Highspot

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software, Sales EnablementIndustries

Requirements

Experienced Customer Success Manager with a proven track record of driving customer value and revenue retention
Passionate about enablement and how it can transform organizations
Ability to thrive in a highly collaborative environment
Expertise in the Highspot platform
Ability to build strong relationships with customers across various organizational levels and functions (Sales, Marketing, IT, Finance, Enablement, Operations, etc.), including ATL, OTL, and BTL stakeholders
Skill in multi-threading relationships and handling key stakeholder turnover

Responsibilities

Serve as the primary owner of customer relationships in your portfolio, acting as the face and voice of Highspot internally and externally
Deeply understand customer needs and help business leaders identify opportunities to expand value, footprint, and depth of engagement
Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement
Multi-thread across stakeholders in Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, BTL) to achieve goals, including rebuilding relationships after turnover
Collaborate with customers to develop Mutual Value Plans
Analyze portfolio to identify risks and opportunities, prioritize for impact, and project manage renewal risk mitigation to "get to green churn risk" in collaboration with Account Management
Identify expansion opportunities and pass them to the Account Management team
Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize implementations and resolve technical challenges
Drive product adoption, ensure customer satisfaction, and foster advocacy across organizational levels
Proactively identify account risks
Deliver customer-facing milestones including Solution Health Reviews and Strategic Business Reviews
Partner with Account Management for renewals and expansions

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementProduct AdoptionCustomer RetentionSales EnablementStrategic ExpansionRisk IdentificationCross-Functional CollaborationHighspot Platform

Questions & Answers

Common questions about this position

Is this Customer Success Manager position remote?

Yes, this is a remote position.

What are the key responsibilities of this role?

The role involves owning customer relationships, deeply understanding customer needs, helping expand value and engagement, driving product adoption, ensuring satisfaction, identifying risks, and collaborating with internal teams on implementations and reviews.

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. They emphasize authentic representation of values and a highly collaborative environment.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What makes a strong candidate for this Customer Success Manager role?

Strong candidates are experienced CSMs passionate about enablement, with a proven track record of driving customer value and revenue retention, who thrive in highly collaborative environments.

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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