Operations Manager, Customer Success Operations
SmarterDx
ServiceNowSQL
Head of Customer Success
Highspot
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, California, Connecticut, Florida, Idaho, Illinois, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $176,400 - $265,300 per year
Job Level
Lead
About the role
- Drive Customer Value & Growth
- - Ensure every customer experiences a consistent, high-quality engagement throughout their lifecycle.
- - Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base.
- - 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 for our team, reinforcing credibility and trust with customers at every level.
- Foster a High-Performance Culture
- - Hire, coach, and develop top talent at every level of the CSM org.
- - 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.”
- 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, reference-ability, 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 Customer Success organization that sets the standard for excellence and drives outcomes across all segments.
- - 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.
Requirements
- 12+ years of experience leading high-performing Customer Success or post-sales organizations in a SaaS environment, with proven success at scale.
- 7+ years of direct client management experience with enterprise-level customers.
- Demonstrated ability to design, build, and scale global organizations and processes.
- Track record of owning retention, growth, and customer satisfaction metrics across a large customer base.
- Proven executive leadership and decision-making capabilities with strong operational rigor.
- Strong communication and storytelling skills, with the ability to influence internal stakeholders and engage externally with C-level executives.
- Deep familiarity with SaaS businesses, including metrics, challenges, and lifecycle dynamics.
- Experience working cross-functionally with Product, Sales, Services, and Marketing to deliver seamless customer outcomes.
- Successful history of hiring, developing, and retaining world-class talent across leadership and frontline roles.
- Strong technical and product acumen, with the ability to translate customer needs into product strategy.
- Experience with enterprise SaaS technologies (CMS/DMS, CRM platforms such as Salesforce/Dynamics 365).
- Entrepreneurial mindset, adaptable to change, with a focus on solutions and opportunities.
- Proven track record of defining and optimizing customer success processes to drive scale and impact.
Benefits
- Comprehensive medical, dental, vision, disability, and life benefits
- Health Savings Account (HSA) with employer contribution
- 401(k) Matching with immediate vesting on employer match
- Flexible PTO
- 8 paid holidays and 5 paid days for Annual Holiday Week
- Quarterly Recharge Fridays (paid days off for mental health recharge)
- 18 weeks paid parental leave
- Access to Coaches and Therapists through Modern Health
- 2 volunteer days per year
- Commuting benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success metricscustomer satisfaction metricsretention strategiesgrowth strategiesprocess designorganizational scalingproduct strategycustomer engagementdata-driven decision-makingtechnical acumen
Soft skills
executive leadershipcommunication skillsstorytelling skillsinfluencing skillscoachingtalent developmentcollaborationadaptabilityaccountabilityempathy
