Highspot

Frontend Engineer

• Build and maintain features — Develop and extend functionality across events, learning, forums, gamification, and other feature areas using your deep knowledge of PHP and JavaScript.
• Work with third-party integrations — Help build and maintain connections to services like Salesforce, Stripe, SendGrid, Marketo, and others that power critical workflows.
• Develop frontend components and templates — Build and evolve responsive, accessible UI using the WordPress block editor, Bootstrap 5, SCSS, ACF Pro fields, and WPBakery elements, translating designs into polished user experiences.
• Optimize for performance and SEO — Monitor and improve page load times, query performance, and search engine visibility.
• Ensure accessibility — Build to WCAG standards and advocate for inclusive design across every page and component the team ships.
• Collaborate cross-functionally — Partner with Marketing and Design to scope, estimate, and deliver web projects that support business goals.
• Maintain quality and reliability — Write clean, well-tested code. Participate in code reviews and contribute to coding standards, documentation, and developer tooling that make the team more effective.

Web Development Engineer – 6-Month FTC

Support Engineer

• Serve as the technical escalation point for complex customer issues across cloud applications, APIs, integrations, authentication, and enterprise deployments.
• Lead end-to-end investigation, troubleshooting, and resolution of critical customer escalations.
• Perform deep technical analysis using logs, SQL, APIs, debugging tools, and cloud platform diagnostics.
• Partner with Engineering to identify product defects, influence prioritization, and validate fixes.
• Work closely with Product, Customer Success, Professional Services, and Engineering to deliver exceptional customer outcomes.
• Mentor and coach Technical Support Engineers through case reviews, debugging sessions, knowledge sharing, and technical guidance.
• Drive continuous improvements in support processes, tooling, documentation, automation, and operational excellence.
• Create and maintain knowledge base articles, troubleshooting guides, and technical playbooks.
• Analyze recurring issues to identify root causes and recommend long-term product or process improvements.
• Lead technical enablement sessions for new hires and existing team members.
• Champion customer advocacy by ensuring customer pain points are represented in product discussions.
• Participate in incident response activities and major customer escalations as required.

Technical Support Specialist III

Customer Success Manager

• Provide Customer Insight. 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. Drive data-driven decision-making by analyzing customer health metrics and team performance metrics.
• 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. Maintain detailed reports on customer interactions, trends, and team performance.
• 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.
• Key KPIs include, but are not limited to, Customer retention rate, churn reduction, Team performance on CSAT & NPS, and Product adoption and engagement metrics.

Manager, Customer Success Management

• Provide technical software support to our customers on a variety of integrations with Highspot, including Email, CRM, SSO, and CMS systems
• Become an expert at managing the support ticket queue and be responsible for driving customer requests to a timely resolution
• Responsible for triage and owning a wide variety of customer requests from start to finish while ensuring key stakeholders are consistently updated with relevant information
• Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
• Optimize and leverage our internal and external Support documentation
• Act as a liaison between customers and engineering when necessary, to resolve difficult technical issues faced by our customers

Technical Support Specialist I

Accountant

• Help manage all aspects of the revenue month-end close process, including preparing journal entries, performing detailed account reconciliations, conducting flux analyses, and creating disclosures and reporting schedules.
• Ensure compliance with US GAAP standards, particularly ASC 606, for accurate revenue recognition.
• Analyze and review customer contracts to validate proper revenue accounting, including assessing standalone selling prices (SSP), performance obligations, variable considerations, and multi-element arrangements.
• Collaborate with US-based teams to evaluate the revenue impact of new product launches, pricing models, and other business initiatives.
• Refine and scale revenue accounting processes to support US-based revenue streams, ensuring scalability and alignment with global best practices.
• Drive process enhancements and automation initiatives to accelerate the monthly close and reporting cycle.
• Contribute to system implementations or upgrades, ensuring functionality aligns with revenue accounting requirements.
• Assist in external audits to support the timely completion of US audit requirements, ensuring accurate documentation and resolution of queries.
• Address discrepancies in the Order-to-Cash (O2C) cycle, including issues related to invoicing, deferred revenue, and contract modifications.
• Provide technical accounting guidance on complex arrangements, such as terminations, modifications, and bundled contracts.
• Collaborate with cross-functional teams to ensure seamless integration of revenue-impacting transactions.
• Mentor and guide team members, fostering knowledge sharing and growth within the revenue accounting function.

Revenue Accountant

Manager

• Lead and Develop the Team: Recruit, coach, and develop a high-performing team of Renewals Managers, creating a culture of accountability, continuous learning, and high performance.
• Drive Commercial Performance: Own team performance against retention, forecast accuracy, productivity, and commercial success metrics while ensuring consistent execution across the renewal lifecycle.
• Coach Through Inspection: Conduct regular forecast and deal reviews to improve commercial execution, negotiation effectiveness, and renewal predictability.
• Build Operational Excellence: Drive CRM hygiene, forecasting discipline, process consistency, and adoption of renewal best practices to improve scalability and business performance.
• Partner Across the Business: Collaborate with Customer Success, Sales, Revenue Operations, Finance, Legal, and Enablement to deliver a seamless customer experience and identify opportunities to improve commercial outcomes.
• Leverage Data to Improve Performance: Use portfolio analytics, renewal trends, and operational metrics to identify risks, uncover opportunities, and drive continuous improvement.
• Enable Customer Growth: Ensure the team consistently identifies and collaborates on expansion opportunities while delivering successful commercial renewal outcomes.
• Lead Change and Continuous Improvement: Champion new processes, tools, AI capabilities, and enablement initiatives that improve team productivity and support the evolution of the Renewals organization.

Manager, Renewals Management

• 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
• 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
• 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

Senior Customer Success Manager

Product Manager

• Own the Admin Agent. Define the vision, roadmap, and backlog for an agentic admin experience that helps administrators manage Highspot - configuration, user and permission management, provisioning, and troubleshooting - and become advocates for Highspot in the process.
• Define agentic identity. Partner closely with Security to establish how agents get first-class identity on the platform: authentication, authorization, scoping, governance, and audit for both Highspot-built and customer-built agents.
• Lead build vs. buy. Evaluate whether to build agentic capabilities natively or integrate/procure third-party solutions, and drive the recommendation with stakeholders.
• Run the full product lifecycle. Work with customers and stakeholders to define the roadmap, customer problems, requirements, and product backlog, then manage features from discovery through general availability.
• Become an expert. Develop deep expertise in our software, our customers, the identity/security landscape, and the rapidly evolving agentic market - and identify, prioritize, and execute on both tactical and strategic projects.
• Work cross-functionally. Collaborate with executives, security, product marketing, and customer success to ensure objectives are met, opinions are considered, and plans are communicated.
• Dig into the data. Collect and analyze feedback from customers, stakeholders, and other teams to shape requirements and products, and use customer and usage data to find opportunities and measure success.
• Stay ahead of the field. Work with industry experts to understand where agents, identity, and security are heading, and find R&D opportunities that set us apart from the competition.

Senior Product Manager – Agentic Identity

• Drive Customer Value & Growth
• Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle.
• Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base.
• Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes.
• Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders.
• Cultivate Deep Product Expertise
• Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments.
• Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption.
• Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level.
• Foster a High-Performance Culture
• Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team.
• Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness.
• Set and uphold high performance and engagement standards, balancing accountability with empathy.
• Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.”
• Drive Commercial Impact & Retention
• Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio.
• Drive adoption of MEDDPICC sales methodology.
• Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers.
• Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership.
• Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed.
• Collaborate Cross-Functionally
• Partner with Product leadership to channel customer insights into product strategy and innovation.
• Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities.
• Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function.
• Lead & Scale the Organization
• Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts.
• Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes.
• Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.

Director, Customer Success Management

Technical Account Manager

• Become one of our foremost product experts, with deep knowledge across the Highspot platform and its integrations.
• Serve as the primary technical point of contact for mid to upper market customers, understanding their business goals, technical environments, and adoption challenges.
• Provide proactive technical guidance and best-practice recommendations, including how to leverage AI-powered features and workflows, as well as automation capabilities.
• Help customers interpret platform analytics - usage trends, adoption metrics, and health scores - and translate those insights into clear business outcomes and ROI narratives.
• Partner closely with CSMs, Account Executives, Implementation Managers, Support, and Product & Engineering to drive customer retention and expansion.
• Lead regular customer meetings with progress updates, strategic counsel, and actionable next steps.
• Identify opportunities for product enhancement and process improvement based on customer feedback and usage patterns.
• Manage customer expectations and deliverables through clear communication and stakeholder alignment.

Senior Technical Account Manager

Product Designer

• Ability to manage a team of talented designers to deliver strong work on tight schedules
• Experience working across multiple projects at once
• Identify and prioritize usage scenarios through customer research, competitive analysis, and current user behavior
• Analyze insights across a wide range of inputs from data analytics to customer interviews
• Create wireframes, storyboards, and screen flows for the organization and executive reviews
• Design and drive functional prototypes to prove out interaction models
• Strong partnership with engineering and product management to drive shared vision and execution of product plans
• Deliver a UX vision, along with a plan for evolutionary, iterative updates, that actualize the larger vision over time
• Drive AI Design Research and Development within the team, evolving the Design Process via the use of AI tools and processes

Web Development Engineer – 6-Month FTC

Technical Support Specialist III

Manager, Customer Success Management

Technical Support Specialist I

Revenue Accountant

Manager, Renewals Management

Senior Customer Success Manager

Senior Product Manager – Agentic Identity

Director, Customer Success Management

Senior Technical Account Manager

Senior Technical Account Manager

Senior Director, Product Design