Customer Success Manager, SMB

About Highspot

Highspot is a software product development company and a recognized global leader in the sales enablement category, leveraging cutting-edge AI and GenAI technologies at the core of its robust Software-as-a-Service (SaaS) platform. Highspot is revolutionizing how millions of individuals work worldwide. Through its AI-powered platform, Highspot drives enterprise transformation to empower sales teams through intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics. The Highspot platform delivers advanced features tailored to business needs, in a modern design that sales and marketing executives appreciate and is the #1 rated sales enablement platform on G2 Crowd.

While headquartered in Seattle, Highspot has expanded its footprint across America, Canada, the UK, Germany, Australia, and now India, solidifying its presence in the Asia Pacific markets.

About the Role

We're expanding our Post-Sales team in Hyderabad and looking for experienced Customer Success Managers to join us. Customer Success Managers (CSMs) play a crucial role in ensuring Highspot's customers' satisfaction, retention, and ongoing success. Passion for driving to tangible business outcomes is key. Success is denominated in the form of the sellers, Below the Line (BTL), On the Line (OTL), and Above the Line (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.

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. CSMs may serve in roles that are directly customer-facing, accountable directly for a book of business,  or maybe in support of a book of large and/or strategic customers, accountable for key work streams that impact value & revenue, alongside in-region CSMs. This role may cover our global customer base.

• Analyze customer usage data to identify trends, areas for improvement, and opportunities for increased engagement. and proactively address risks to ensure retention.
• Develop actionable insights and recommendations based on data analysis to inform strategic decisions and help customers achieve their goals.
• Proactively identify and mitigate customer risks by monitoring adoption metrics and sentiment analysis, escalating issues as needed to ensure retention and growth.
• Develop account maps, identifying key players, and understanding customer’s businesses via 10k and other publicly available information.
• Enable customers to realize the full value of the Highspot platform and be able to articulate that value throughout their company. Deeply understand customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of 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 your Account Management partners on account strategy and execution.
• Identify expansion and upsell opportunities to drive revenue growthIdentify and position add-on services to support customers in achieving their business outcomes and maximizing ROI  
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teamsKey
• KPIs: Your key KPIs will include, but not limited to, Customer Retention, Churn Rate, Expansion and upsell revenue, NPS and CSAT scores

• 5+ years of consulting, services, customer success, or account management experience, directly managing customers and customer relationships
• 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
• 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
• 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.

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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.