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Highspot

Canada

Posted on: 30 January 2024

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Customer Success Manager

About Highspot

Highspot 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 Role

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.

We are looking for CSMs who are passionate about enablement and how it can transform organizations. As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest problems. 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.

What You'll Do

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

This position is available remote, in the following locations:

Alberta, Canada - Remote

British Columbia - Remote

Ontario - Remote

Highspot also offers the following employee benefits for this position:

- Comprehensive medical, dental, vision, disability, and life benefits

-Group Retirement Savings Plan (RRSP) and matching employer contributions (DPSP)

with immediate vesting

-Flexible PTO

-Generous Holiday Schedule + 5 Days for Annual Holiday Week

-Quarterly Recharge Fridays (paid days off for mental health recharge)

-Flexible work schedules

-Professional development opportunities through LinkedIn Learning

-Access to Coaches and Therapists through Modern Health

-2 Volunteer days per yea

Equal Opportunity Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of any grounds protected by applicable human rights legislation, which may include age, ancestry, citizenship, color, ethnicity, family status, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disabilities, political belief, 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."