Senior Customer Success Manager, Highspot
Enterprise
More information about location
Sales enablement platform
Open for applications
Sales enablement platform
501-1000 employees
Open for applications
More information about location
501-1000 employees
Company mission
To empower companies to elevate customer conversations that drive strategic growth.
Role
Who you are
- We are looking for CSMs who are passionate about enablement and how it can transform organizations
- As a key member of our post-sales team, the CSM must thrive in a highly collaborative environment and have a proven track record of driving customer value and revenue retention
- 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
What the job involves
- We are looking for an experienced Customer Success Manager to join our Post-Sales team
- Customer Success Managers (CSMs) play a crucial role in ensuring Highspot's customers' satisfaction, retention, and ongoing success
- Their primary focus is to build strong relationships with customers, understand their needs, and help them derive maximum value from the products or services offered by the company
- Success is denominated in the form of the sellers, BTL, OT, and ATL satisfaction and assessment of HIghspot value that generates customer revenue retention and the potential for expansion within the customer account hierarchy
- The CSM is expected to understand customers' needs and strategically expand engagement with Highspot
- They are tasked with driving product adoption, ensuring customer satisfaction, and fostering advocacy across various organizational levels and functions, including Sales, Marketing, IT, and Finance
- Additionally, the CSM proactively identifies account risks, collaborates with internal teams like Deployment Consultants and Technical Account Managers to optimize implementations, and achieves expertise in the Highspot platform
- Ultimately, they deliver essential customer-facing milestones, including Mutual Value Plans, Solution Health Reviews and Strategic Business Reviews, while partnering with Account Management for renewals and expansions
- As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest problems
- 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
Our take
Highspot is an AI-driven sales enablement platform that enhances sales team performance globally. It offers intelligent content management, training, contextual guidance, and customer engagement in a unified platform. This integration, supported by actionable analytics, helps companies turn strategic plans into effective sales.
Highspot's annual recurring revenue has grown over tenfold in recent years, highlighting the importance of sales enablement in improving sales team performance. The company's innovation and customer satisfaction have led to record new customer acquisitions and revenue growth, with clients like Hootsuite, Twitter, Siemens, and Nestle.
Despite a 10% workforce reduction following its expansion into Canada, Highspot continues to innovate. The Spring ’24 release expands generative AI capabilities, providing personalised, just-in-time coaching and content personalisation at scale. Highspot Discover showcases these innovations, reinforcing Highspot's leadership in sales enablement.
Steph
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2022
$248m
SERIES F
Feb 2021
$200m
SERIES E
Total funding: $642.6m
Company benefits
- Generous PTO
- Free, Immersive Learning Courses
- Flexible Transportation Options
- Equity For Everyone
- Medical, dental, and vision benefits
- Flexible work and holiday schedules
- Competitive compensation
- Work from home opportunities
- Modern Health and Wellness Program
- Group Retirement Savings Plan (RRSP & DPSP)
Leadership
Robert Wahbe
(CEO)Former Corporate Vice President of the Server and Tools Division at Microsoft
Oliver Sharp
(Chief Solution Architect)Former General Manager of Strategy, Server and Tools Division at Microsoft
David Wortendyke
(CPO)Former Partner Architect at Windows Azure for over 20 years
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