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Manager, Customer Success

British Columbia, Canada (Hybrid)

Manager, Customer Success

2 Months ago • 4-5 Years • Education • Product Management

About the job

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Job Description

Lead a team of Customer Success Managers, guide customer onboarding, and act as a trusted advisor. Drive customer adoption and satisfaction, manage complex organizational issues, and foster a high-performing team culture. 4+ years managing revenue attainment teams in SaaS, 5+ years client management experience, strong leadership, and communication skills are essential.

Must have:

SaaS Revenue Teams
Client Management
Executive Leadership
Communication Skills

Good to have:

CMS/DMS Tech
CRM Operations
Entrepreneurial Spirit
Process Optimization

Perks:

Flexible PTO
Recharge Fridays

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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

In this role, you will be joining the Customer Success team. This is a high-impact and high-visibility position in which you will be responsible for leading a team of Customer Success Managers who own a portfolio of customers, guiding them through their post-sales onboarding process and acting as a trusted advisor throughout their time with Highspot. You will work closely with the leaders of Services and Account Management to define and implement the customer strategy as well as supporting and coaching the growing Customer Success team. You will play a key role in building and sustaining customer and partner relationships while driving the adoption of Highspot within the customer’s organization and ensuring that customers get the full benefits of using our platform.

What You'll Do

Provide Customer Insight. Develop relationships with our customers to understand their Highspot experience and synthesize key themes from across the customer base to keep us moving toward the perfect customer experience. Coach the Customer Success team to align product features to customer business goals and objectives. Guide your team through complex and difficult organizational issues across all customer segments.
Scale Organizations, Processes, and Operations. Work with your management team to design organizational and process changes as our company grows and evolves and be the primary execution point for making those designs a reality within Customer Success.
Develop a High Performing, High Engagement Team and Culture. Coach and develop your direct reports. Demonstrate very high emotional intelligence. Set and uphold the highest performance standards. Help colleagues “enjoy the ride” - one of our core guiding principles.
Partner effectively across functions. Act as an ally and partner to colleagues in related functions - Product, Account Management, Marketing, and others - making decisions that take broader perspectives into account and providing insight into others’ decisions. Demonstrate a balanced, reasoned approach to conflict or differing priorities.
Cultivate deep product knowledge. To date, this has been one of the hallmarks of the Customer Success team. Gain deep knowledge, understanding, and experience with the Highspot product and how it is integrated with other systems in a customer environment. Provide training/guidance/best practices to customers and team.

Your Background

4+ years of managing high-performing revenue attainment teams in a SaaS environment
5+ years of client management experience
Demonstrated ability to work cross-functionally
Familiarity with SaaS businesses, metrics, goals, and challenges
Proven strong executive leadership and decision-making abilities
Strong communication skills, ability to articulate and sell a vision internally and externally
Strong execution skills and the ability to drive action and accountability
Proven track record of hiring, developing, and managing world-class talent
Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
Ability to communicate directly to the product and technical teams: share insights into root causes of customer discontent, advocate for features/functionality to eliminate churn, drive customer satisfaction
Experience working with and deploying CMS/DMS technologies. Working Knowledge of CRM (Salesforce.com, Dynamics 365) operations and administration
Entrepreneurial spirit and mindset, a focus on possibilities and not obstacles
Proven ability to navigate ambiguity and change
Proven track record of defining and optimizing processes

Base salary range: $101,500 - $157,500. On Target Earnings (OTE) range: $145,000 - $225,000, 70.00% base/30.00% variable target OTE split. Employees are eligible to receive stock options and may also receive other forms of compensation.

The above represents total expected compensation for this role. Actual compensation will depend on various job-related factors, including, but not limited to, location, experience, and job qualifications.

Highspot also offers the following employee benefits for this position:

-Comprehensive medical, dental, vision, disability, and life benefits

-Group Retirement Savings Plan (RRSP) and matching employer contributions (DPSP) with immediate vesting

-Flexible PTO

-Generous Holiday Schedule + 5 Days for Annual Holiday Week

-Quarterly Recharge Fridays (paid days off for mental health recharge)

-Flexible work schedules

-Access to Coaches and Therapists through Modern Health

-2 Volunteer days per year

-Monthly transportation allowance for employees that work in our Vancouver Hub location

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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 any grounds protected by applicable human rights legislation, which may include age, ancestry, citizenship, color, ethnicity, family status, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disabilities, political belief, 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."

View Full Job Description

$101.5K - $157.5K/yr (Outscal est.)

$129.5K/yr avg.

Vancouver, British Columbia, Canada

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