Manager, Customer Success Management

About Highspot

Highspot is a leading global software product company specializing in sales enablement, harnessing advanced AI and Generative AI technologies through its comprehensive SaaS platform. This innovative platform enhances sales team performance worldwide by providing intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics with modern design features favored by sales and marketing executives. It is ranked as the top sales enablement platform on G2 Crowd and operates globally with a significant presence in the Asia Pacific region, including India.

Role Overview

You will join the Customer Success team in a critical and high-profile manager position responsible for leading a group of Customer Success Managers who manage client portfolios. Your primary focus will be to steer customers through post-sales onboarding and maintain trusted advisor relationships throughout their association with Highspot. Collaboration with leaders in Services and Account Management is essential to develop and execute customer strategies. The role entails coaching and supporting the team while enhancing customer and partner relations, promoting adoption of Highspot’s platform, and ensuring clients maximize benefits. You will lead strategic initiatives, improve operational efficiency, and foster team growth to achieve outstanding customer satisfaction and retention results.

Key Responsibilities

• Build strong customer relationships to gather insights and identify recurring themes to improve the overall customer experience. Guide your team to connect product capabilities with customer business objectives.
• Support your team in handling complex organizational challenges across diverse customer segments. Employ data analysis of customer health and team metrics to inform decisions.
• Collaborate with management to design and implement organizational and procedural evolutions as the company grows, acting as the primary executor of these developments within Customer Success. Track detailed reports on customer engagement trends and team performance.
• Cultivate a high-performing and engaged team culture by coaching direct reports, demonstrating emotional intelligence, establishing high standards, and promoting an enjoyable work environment.
• Work collaboratively with cross-functional colleagues including Product, Account Management, and Marketing to make balanced decisions while considering various perspectives and managing conflicts professionally.
• Attain deep expertise of the Highspot product and its customer integration to deliver training, guidance, and best practices effectively to customers and team members.
• Monitor key performance indicators such as customer retention, churn reduction, customer satisfaction scores (CSAT & NPS), and product engagement metrics.

Required Qualifications

• At least 10 years of professional experience in Customer Success roles, including 5 years of direct client management.
• Minimum of 3 years managing high-achieving revenue-based teams within SaaS environments.
• Proven cross-functional collaboration skills and deep familiarity with SaaS business metrics, goals, and challenges.
• Demonstrated success driving customer retention, product adoption, and customer base expansion at scale.
• Strong leadership capabilities with solid decision-making experience at the executive level.
• Exceptional communication skills with ability to effectively advocate and present strategic visions internally and externally.
• Proficiency in managing and motivating teams, with a strong record of hiring and talent development.
• Extensive background coordinating complex software projects with multiple stakeholders, delivering timely and quality results.
• Capability to communicate insights and enhancement suggestions directly to product and technical teams to address customer concerns and reduce churn.
• Experience with content and document management systems (CMS/DMS) technologies.
• Working knowledge of CRM platforms such as Salesforce.com and Dynamics 365, including their operations and administration.
• Entrepreneurial mindset focused on opportunities and solutions rather than obstacles.
• Ability to function effectively in ambiguous, changing environments.
• Proven expertise in defining and improving organizational processes.

Additional Information

Equal Opportunity Employer Statement: Highspot is committed to creating a diverse and inclusive workplace and does not discriminate based on age, ancestry, nationality, color, ethnicity, gender identity, genetic information, marital status, medical conditions, physical or invisible disabilities, political beliefs, veteran status, race, religion, or sexual orientation.

Use of Artificial Intelligence in Recruitment: AI-assisted tools support early application screening by anonymizing sensitive data to reduce bias. Human recruiters make all hiring decisions. Candidates may request non-AI reviews or accommodations at any time without impacting their application status.