Customer Success Manager

• Develop and coach a high-performing team of 5–7 Customer Success Managers
• Drive client retention, renewals, and long-term revenue growth
• Personally manage a portfolio of strategic customer accounts
• Partner with Sales, Product, and leadership to identify growth opportunities and shape business strategy
• Monitor key performance indicators (KPIs), including retention, NPS, and product adoption

Director of Customer Success – Mid-Market

• Analyze communication needs across Customer Success and develop structured approaches for delivering clear, consistent, and actionable messaging.
• Evaluate inputs from cross-functional partners to synthesize key updates, risks, and priorities into effective communications that support business objectives.
• Develop and manage recurring internal communication strategies, including establishing standards, formats, and governance practices.
• Partner with Marketing and Customer Success leadership to assess and prioritize communication requests, ensuring alignment with business priorities and outcomes.
• Own the development and evolution of Quarterly Business Review (QBR) materials, templates, and communication frameworks, recommending enhancements to improve clarity, consistency, and impact.
• Create and refine presentation materials for QBRs, finalist presentations, and client engagements, ensuring messaging aligns to strategic objectives and audience needs.
• Partner with the training team to support ongoing development of Customer Success team in QBR delivery, including enhancing executive presence, presentation effectiveness, and overall communication quality to drive more engaging and impactful client interactions.
• Assess effectiveness of communications and provide recommendations to improve engagement, understanding, and adoption across Customer Success teams.
• Support development of training and enablement content by identifying communication gaps and recommending improvements to messaging and delivery approaches.
• Other duties as assigned.

Customer Success Communications Specialist

• Build the front-line relationship for our customers (dealerships) and liaise with external and internal stakeholders as needed
• Execute a framework to communicate ROI proactively - identify risks and minimize churn
• Analyze our customers' performance based on data and work with the customers to optimize success
• Influence our customers' future lifetime value through high product adoption, satisfaction, and overall customers' health
• Collaborate with cross-functional teams to develop plans that meet the needs of our customers and optimize revenue opportunities
• Understand our customers’ business models and industries to best position adaptive insights to support their business goals

• Own the full customer lifecycle for a focused portfolio of global, strategic accounts
• Embed as a trusted advisor across decentralized buying centers
• Act as the “quarterback” for a global virtual account team
• Design and scale AI-powered customer programs
• Drive adoption and consumption growth
• Own expansion and upsell motions directly on retention-focused accounts
• Lead strategic success planning, QBRs, and EBRs
• Guide high-stakes consolidation and “build vs. buy” evaluations
• Navigate complex commercial and governance realities
• Build compelling demonstrations, executive presentations, and business value documents
• Serve as the vital link between customers and Branch

Strategic Customer Success Manager – MarTech / AdTech

• Serve as the primary operational partner and strategist for the Customer Success and Solutions (CS) organization
• Take ownership of key initiatives from analysis, scoping, execution, optimization, monitoring, and beyond
• Collaborate with CS leadership and frontline managers to build trust in operational processes
• Build dashboards on key CS metrics (customer health, churn, expansions)
• Own CS operational initiatives end-to-end, turning strategy into executable plans
• Act as the primary liaison between CS and Business Systems, translating technical requirements into practical solutions

Customer Success Operations Lead

• 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

• 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

• Own value creation and drive adoption, retention, renewals, and expansions across a portfolio of hospitals and health systems for the Incredible Health Career Marketplace and Incredible Health Lyn.
• Serve as a strategic advisor from post-onboarding through renewal, including optimizing hiring funnels, rolling out new capabilities, refining processes, and aligning to system-level workforce goals.
• Lead executive engagement with regular executive business reviews, clear success plans, and decisive follow-through.
• Use AI daily, including building AI agents and workflow automations that accelerate reporting, insights, and client execution.
• Translate data into clear narratives and action plans that earn buy-in from clinical, human resources, and C-suite leaders.
• Navigate complex stakeholder landscapes across multiple sites and service lines, including setting shared goals, unblocking dependencies, and delivering timely outcomes.
• Partner cross-functionally to deliver a unified, high-quality client experience and capture voice-of-customer insights to inform roadmaps and service improvements.
• Operate with autonomy and creativity, communicating proactively and moving fast without sacrificing quality.

Enterprise Customer Success Manager – AI-native

• Drive customer onboarding, product adoption, and ongoing engagement across your portfolio
• Align product value to customer business outcomes, ensuring customers realize measurable ROI
• Lead strategic business reviews and customer success planning sessions
• Deliver proactive recommendations and best practices that improve customer outcomes
• Monitor customer health, product usage, and engagement trends to identify churn risk early
• Execute mitigation strategies and success playbooks for at-risk accounts
• Partner with Account Management on save motions, retention plans, and renewal strategies
• Build trusted relationships with customer stakeholders at all levels of the organization
• Serve as the primary strategic advisor for product adoption and operational best practices
• Execute proactive engagement cadences and lifecycle strategies across your book of business
• Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms
• Execute customer success playbooks and engagement frameworks with consistency and discipline
• Leverage customer signals and usage data to prioritize action and drive outcomes at scale
• Contribute to scalable CS processes, programs, and operational improvements
• Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations
• Partner with Account Management to surface and support expansion strategies
• Advocate for customer needs internally while balancing business objectives

• Partner with the respective Territory Manager on sales strategies to maximize revenue with assigned and prospective accounts
• Answers incoming calls from assigned accounts to take sales orders and/or handle customer service issues
• Initiates proactive calls to established accounts in order to grow sales revenue and develop customer loyalty
• Assist accounts in the research and purchase of items that are both stocked and non-stocked by Animal Health and manufacturer partners
• Deliver excellent customer service by communicating with purchasers and utilizing reference materials, as needed, to follow through with accounts
• Assist accounts with questions or concerns while maintaining a professional and friendly attitude
• Assist accounts with the return of incorrect or damaged merchandise within the guidelines established by Animal Health and the manufacturers we represent
• Attend weekly sales meetings to keep informed on new products, changes within the industry, and changes within Animal Health
• Process orders for assigned territory
• Monitor backorder status for accounts
• May gather information regarding assigned territory or accounts and share any necessary information with TM partner
• Contact accounts to gather information, offer appropriate specials and programs, and communicate industry information, which might affect or benefit the account and the Company

Customer Engagement Representative II

• Provide exceptional service, advisement and order-taking for clients and veterinarians that call Platinum Performance daily
• Apply critical thinking and problem solving to provide supplement recommendations for clients and their animals
• Serve and nurture client relationships to achieve a targeted NPS and targeted retention
• Compose clear correspondence to clients through email and text to provide the highest level of friendly, informed, and personalized service recommending products that produce results or to solve moderately complex problems
• Work cohesively with other Platinum Advisors and Client Success Manager to learn with a growth mindset
• Shows capacity to learn both technical (nutrition) and operational (systems) skills
• May seek input of other Advisors or assist to serve as a resource for the minimally complex problems
• Work collaboratively and cross functionally with other departments within Platinum Performance including Production, Quality Assurance, and Shipping.

Customer Success Manager jobs in Idaho

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Director of Customer Success – Mid-Market

Customer Success Communications Specialist

Customer Success Manager

Strategic Customer Success Manager – MarTech / AdTech

Customer Success Operations Lead

Senior Customer Success Manager

Director, Customer Success Management

Enterprise Customer Success Manager – AI-native

Senior Customer Success Manager

Customer Engagement Representative II

Client Success Advisor