Senior Manager, Customer Success

6 days ago

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Highspot

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The sales enablement platform that makes every customer conversation count.

Sales Enablement • Sales Engagement • Sales Playbooks • Sales Enablement Analytics • Buyer Engagement

501 - 1000

Description

• Provide Customer Insight. Guide your team to 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. • 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.

Requirements

• 4+ years of managing high-performing revenue attainment teams in a SaaS environment • 10+ years of client management experience • 4+ years working with complex enterprise customers including the Fortune 2000 • 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