Customer Success Manager, SMB - Remote - Highspot

Job Title: Customer Success Manager, SMB - Remote
Job Location: Canada
Job Listing URL: https://jobs.lever.co/highspot/c8253677-5e88-4bf6-920b-f13ed4e9d2ee
Job Description: 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
Your Background
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
2-3 years of consulting, services, customer success, or account management experience
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.
This position is available remote, in the following locations:
Alberta, Canada - Remote
British Columbia - Remote
Ontario - Remote