Sr. Customer Success Manager, Financial Services- Remote

Highspot

121d • $87,500 - $119,000

About The Position

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.

Requirements

• 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.
• Believes profitable customer relationships are founded on respect and that growth and expansion come from cultivating relationships.
• Excited about the ways products can be used to accelerate business goals.
• 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 have skills for digesting and effectively communicating technical concepts across audiences of varying technical abilities.
• You have a strong background in project management, organizing complex customer engagements across multiple stakeholder groups.

Responsibilities

• 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.
• 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'.
• Identify 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.
• Help customers realize the full value of the Highspot platform.
• 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.

Benefits

• Comprehensive medical, dental, vision, disability, and life benefits.
• Health Savings Account (HSA) with employer contribution.
• 401(k) Matching with immediate vesting on employer match.
• Flexible PTO.
• 8 paid holidays and 5 paid days for Annual Holiday Week.
• Quarterly Recharge Fridays (paid days off for mental health recharge).
• 18 weeks paid parental leave.
• Access to Coaches and Therapists through Modern Health.
• 2 volunteer days per year.
• Commuting benefits.

What This Job Offers

• Number of Employees: 1,001-5,000 employees