Customer Success Manager

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.