Sr. Manager, Customer Success- Remote
United States
About HighspotHighspot is pioneering the category that is fundamentally changing the way companies increase sales productivity. On a mission to transform the way millions of people work with sales enablement, Highspot is committed to building breakthrough software with a spark of magic. We believe a great place to work is about more than the work – it’s about what the company stands for, and how it authentically represents its values in the real world. To this end, we have put intentional focus on creating equitable workspaces for each of our employees. Our goal is to create a culture where everyone feels a deep sense of belonging and is empowered to be an agent of change, with the ability to transform themselves, their workplace, and their world.
About the RoleIn this role, you will be joining the Customer Success team. This is a high-impact and high-visibility position in which you will be responsible for leading a team of Enterprise Customer Success Managers who own a portfolio of customers, guiding them through their post-sales onboarding process, and acting as a trusted advisor throughout their time with Highspot. You will work closely with the leaders of Services and Account Management to define and implement the customer strategy as well as supporting and coaching the growing Customer Success team. You will play a key role in building and sustaining customer and partner relationships while driving the adoption of Highspot within the customer’s organization and ensuring that customers get the full benefits of using our platform.
#LI-JB1
Equal Opportunity StatementWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button. Apply
About the RoleIn this role, you will be joining the Customer Success team. This is a high-impact and high-visibility position in which you will be responsible for leading a team of Enterprise Customer Success Managers who own a portfolio of customers, guiding them through their post-sales onboarding process, and acting as a trusted advisor throughout their time with Highspot. You will work closely with the leaders of Services and Account Management to define and implement the customer strategy as well as supporting and coaching the growing Customer Success team. You will play a key role in building and sustaining customer and partner relationships while driving the adoption of Highspot within the customer’s organization and ensuring that customers get the full benefits of using our platform.
What You'll Do
- Provide Customer Insight. Guide your team to develop relationships with our customers to understand their Highspot experience and synthesize key themes from across the customer base to keep us moving toward the perfect customer experience. Coach the Customer Success team to align product features to customer business goals and objectives. Guide your team through complex and difficult organizational issues across all customer segments.
- Scale Organizations, Processes, and Operations. Work with your management team to design organizational and process changes as our company grows and evolves and be the primary execution point for making those designs a reality within Customer Success.
- Develop a High Performing, High Engagement Team and Culture. Coach and develop your direct reports. Demonstrate very high emotional intelligence. Set and uphold the highest performance standards. Help colleagues “enjoy the ride” - one of our core guiding principles.
- Partner effectively across functions. Act as an ally and partner to colleagues in related functions - Product, Account Management, Marketing, and others - making decisions that take broader perspectives into account and providing insight into others’ decisions. Demonstrate a balanced, reasoned approach to conflict or differing priorities.
- Cultivate deep product knowledge. To date, this has been one of the hallmarks of the Customer Success team. Gain deep knowledge, understanding, and experience with the Highspot product and how it is integrated with other systems in a customer environment. Provide training/guidance/best practices to customers and team.
Your Background
- 4+ years of managing high-performing revenue attainment teams in a SaaS environment
- 10+ years of client management experience
- 4+ years working with complex enterprise customers including the Fortune 2000
- Demonstrated ability to work cross-functionally
- Familiarity with SaaS businesses, metrics, goals, and challenges
- Proven strong executive leadership and decision-making abilities
- Strong communication skills, ability to articulate and sell a vision internally and externally
- Strong execution skills and the ability to drive action and accountability
- Proven track record of hiring, developing, and managing world-class talent
- Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
- Ability to communicate directly to the product and technical teams: share insights into root causes of customer discontent, advocate for features/functionality to eliminate churn, drive customer satisfaction
- Experience working with and deploying CMS/DMS technologies. Working Knowledge of CRM (Salesforce.com, Dynamics 365) operations and administration
- Entrepreneurial spirit and mindset, a focus on possibilities and not obstacles
- Proven ability to navigate ambiguity and change
- Proven track record of defining and optimizing processes
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
- Tennessee - Remote
- Texas - Remote
- Utah - Remote
- Virginia - Remote
- Washington - Remote
- Washington - Seattle
- Washington, D.C. - Remote
- Wisconsin - Remote
- #BI-Remote
#LI-JB1
Equal Opportunity StatementWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button. Apply
Job Profile
Regions
Countries
Remote
Benefits/PerksAccess to coaches Culture of belonging Dental Disability Empowerment to drive change Equitable workspaces Flexible PTO Life benefits Medical Other forms of compensation Stock options Vision
Tasks- Coach team members
- Design organizational changes
- Develop customer relationships
- Drive Product Adoption
- Enablement
- Engagement
- Guide post-sales onboarding
- Lead customer success team
- Provide training
- Work cross-functionally
Account management Best Practices Client Management Coaching Communication Conflict Resolution CRM Cross-functional Collaboration Customer Satisfaction Customer Success Emotional Intelligence Execution Leadership Marketing Process design Product Knowledge Reports SaaS Sales Sales enablement Salesforce Salesforce.com Team Leadership Training
Experience10 years
Education TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9
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