Senior Customer Success Manager

Highspot

Customer Success Manager ensuring satisfaction and retention for Highspot's clients. Building strong relationships and driving product adoption for maximum customer value.

Posted 7/2/2026full-timeRemote • Arizona, California, Connecticut, Florida, Idaho, Illinois, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin • 🇺🇸 United StatesSenior💰 $98,000 - $140,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Project ManagementCustomer EngagementData AnalysisRisk IdentificationValue Planning

Soft Skills

Excellent CommunicationCollaborationCritical ThinkingAdaptabilityIntegrity