Senior Customer Success Manager, EMEA - Enterprise
2 Months ago • 5 Years +
Customer Service
Job Description
Highspot is seeking an experienced Customer Success Manager (CSM) for their EMEA Enterprise team. The CSM will be responsible for ensuring customer satisfaction, retention, and ongoing success by building strong relationships, understanding customer needs, and maximizing value from Highspot's products. This role involves driving product adoption, fostering advocacy across departments, identifying account risks, and collaborating with internal teams to optimize implementations. The CSM will also deliver key customer-facing milestones like Mutual Value Plans and Strategic Business Reviews, partnering with Account Management for renewals and expansions. The ideal candidate is passionate about enablement, enjoys solving complex problems, and thrives in a collaborative environment.
Good To Have:
- 5+ years in a customer-facing role
- Ability to thrive in ambiguous situations
- Strong intuition for business
- Learn sophisticated technical products
- High level of integrity
- Assist your team
- Stay calm in challenges
- Corral right people to resolve issues
- Resourceful
Must Have:
- Own customer relationships
- Understand customer needs
- Drive product usage and engagement
- Develop mutual value plans
- Analyze portfolio, identify risks/opportunities
- Partner for renewals and expansions
- Help customers realize platform value
- Drive product adoption and usage
- Identify opportunities for add-on services
- Consult with customers at all levels
- Excellent communication and presentation skills
- Strong collaboration skills
- Prioritize customer experience
- Develop relationships and optimize accounts
- Communicate technical concepts effectively
- Strong project management skills
Perks:
- Competitive compensation including equity
- Flexible Leave Balance
- Holiday week off between Christmas and New Year
- Private medical insurance
- 4 x death in service benefit
- Income protection insurance
- Company social events
- Meaningfully contribute to a compelling vision
- Quarterly Recharge Fridays
- Access to Coaches and Therapists
About Highspot
Highspot is pioneering the category that is fundamentally changing the way companies increase sales productivity. On a mission to transform the way millions of people work with sales enablement, Highspot is committed to building breakthrough software with a spark of magic. We believe a great place to work is about more than the work – it’s about what the company stands for, and how it authentically represents its values in the real world. To this end, we have put intentional focus on creating equitable workspaces for each of our employees. Our goal is to create a culture where everyone feels a deep sense of belonging and is empowered to be an agent of change, with the ability to transform themselves, their workplace, and their world.
About the Role
We are looking for an experienced Customer Success Manager to join our Post-Sales team. Customer Success Managers (CSMs) play a crucial role in ensuring Highspot's customers' satisfaction, retention, and ongoing success. Their primary focus is to build strong relationships with customers, understand their needs, and help them derive maximum value from the products or services offered by the company. Success is denominated in the form of the sellers, BTL, OT, and ATL satisfaction and assessment of HIghspot value that generates customer revenue retention and the potential for expansion within the customer account hierarchy.
The CSM is expected to understand customers' needs and strategically expand engagement with Highspot. They are tasked with driving product adoption, ensuring customer satisfaction, and fostering advocacy across various organizational levels and functions, including Sales, Marketing, IT, and Finance. Additionally, the CSM proactively identifies account risks, collaborates with internal teams like Deployment Consultants and Technical Account
Managers to optimize implementations, and achieves expertise in the Highspot platform. Ultimately, they deliver essential customer-facing milestones, including Mutual Value Plans, Solution Health Reviews and Strategic Business Reviews, while partnering with Account Management for renewals and expansions.
We are looking for CSMs who are passionate about enablement and how it can transform organizations. As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest problems. As a key member of our post-sales team, the CSM must thrive in a highly collaborative environment and have a proven track record of driving customer value and revenue retention.
What You'll Do
- RESPONSIBILITY 1: Customer Relationship Ownership
- 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
- RESPONSIBILITY 2: Strategic Account Planning
- 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
- RESPONSIBILITY 3: Value Realization
- 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
Your Background
- 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
Competitive compensation including equity so you feel like you have a piece of the pie
Flexible Leave Balance
Holiday week off between Christmas and New Year
Private medical insurance for you and your dependents
4 x death in service benefit
Income protection insurance
Company social events throughout the year
Meaningfully contribute to a compelling vision
Quarterly Recharge Fridays (paid days off for mental health recharge)
Access to Coaches and Therapists through Modern Health
Eligibility Checks
We carry out various eligibility and background checks as part of our recruiting process, including employment history, education verification and criminal records check. If you require further information let us know.
Highspot UK Candidate Privacy Notice
Equal Opportunity Statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button.
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