Highspot

Senior Customer Success Manager, Financial Services

Highspot

full-time

Posted on:

Origin:  • 🇺🇸 United States • Arizona, California

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Salary

💰 $87,500 - $119,000 per year

Job Level

Senior

Tech Stack

Spark

About the role

  • 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; build replacement relationships after stakeholder turnover
  • Collaborate with customers to develop a mutual value plan and analyze portfolio to identify risks and opportunities
  • Partner with Account Management on renewal risk, project manage plans to mitigate churn risk, and identify expansion opportunities for Account Management
  • Coordinate with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize implementations and resolve technical challenges
  • Help customers realize the full value of the Highspot platform and drive product adoption and ongoing usage
  • Ensure execution of customer maturity and technical discussions via coordinating solutions across engineering, marketing, product, and support teams
  • Deliver Mutual Value Plans, Solution Health Reviews and Strategic Business Reviews while partnering with Account Management for renewals and expansions

Requirements

  • 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.