Highspot

As Head of Customer Success, you will lead Highspot’s Customer Success organization, shaping the vision, strategy, and execution to ensure customers achieve maximum value from the platform. You will be responsible for scaling and developing a world-class Customer Success organization and fostering strong customer partnerships. | Candidates should have 12+ years of experience leading high-performing Customer Success organizations in a SaaS environment, with a proven track record of client management and organizational scaling. Strong communication skills and familiarity with enterprise SaaS technologies are essential. | 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 As Head of Customer Success, you will lead Highspot’s Customer Success organization, shaping the vision, strategy, and execution that ensures our customers achieve maximum value from our platform. This high-impact, executive role spans all customer segments—from SMB to Strategic and Enterprise—owning the global CSM team and driving our post-sales engagement, adoption, and expansion strategy. You will be responsible for scaling and developing a world-class Customer Success organization, fostering strong customer partnerships, and ensuring our customers realize the full benefits of Highspot. You will work closely with leaders across Services, Sales, Renewals, Product, and Marketing to define and implement customer strategy, and you will serve as the executive voice of the customer, championing their success at the highest levels of the company. What You'll Do Drive Customer Value & Growth - Ensure every customer experiences a consistent, high-quality engagement throughout their lifecycle. - Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base. - Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders. Cultivate Deep Product Expertise - Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments. - Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption. - Champion product expertise as a differentiator for our team, reinforcing credibility and trust with customers at every level. Foster a High-Performance Culture - Hire, coach, and develop top talent at every level of the CSM org. - Set and uphold high performance and engagement standards, balancing accountability with empathy. - Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.” Collaborate Cross-Functionally - Partner with Product leadership to channel customer insights into product strategy and innovation. - Work with Marketing and Sales to align on customer advocacy, reference-ability, and expansion opportunities. - Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function. Lead & Scale the Organization - Build and inspire a Customer Success organization that sets the standard for excellence and drives outcomes across all segments. - Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes. - Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength. \n Your Background 12+ years of experience leading high-performing Customer Success or post-sales organizations in a SaaS environment, with proven success at scale. 7+ years of direct client management experience with enterprise-level customers. Demonstrated ability to design, build, and scale global organizations and processes. Track record of owning retention, growth, and customer satisfaction metrics across a large customer base. Proven executive leadership and decision-making capabilities with strong operational rigor. Strong communication and storytelling skills, with the ability to influence internal stakeholders and engage externally with C-level executives. Deep familiarity with SaaS businesses, including metrics, challenges, and lifecycle dynamics. Experience working cross-functionally with Product, Sales, Services, and Marketing to deliver seamless customer outcomes. Successful history of hiring, developing, and retaining world-class talent across leadership and frontline roles. Strong technical and product acumen, with the ability to translate customer needs into product strategy. Experience with enterprise SaaS technologies (CMS/DMS, CRM platforms such as Salesforce/Dynamics 365). Entrepreneurial mindset, adaptable to change, with a focus on solutions and opportunities. Proven track record of defining and optimizing customer success processes to drive scale and impact. This position is available either in-office or remote, as applicable, at the following locations: Arizona - Remote Arkansas - Remote California - Remote Connecticut - Remote Florida - Remote Georgia - Remote Idaho - Remote Illinois - Remote Maryland - Remote Massachusetts - Remote Michigan - Remote Minnesota - Remote Missouri - Remote Montana - Remote Nevada - Remote New Hampshire - Remote New Jersey - Remote New York - Remote North Carolina - Remote 7 Ohio - Remote Oregon - Remote Pennsylvania - Remote South Carolina - Remote Tennessee - Remote Texas - Remote Utah - Remote Virginia - Remote Washington - Remote Washington - Seattle Washington, D.C. - Remote Wisconsin - Remote #BI-Remote \n Base salary range: $176,400 - $265,300. On Target Earnings (OTE) range: $252,000 - $379,000, 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 -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 #LI-JB1 Equal Opportunity Statement We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, 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.

Manage customer relationships to drive product adoption, ensure satisfaction and retention, identify risks and expansion opportunities, and collaborate with internal teams to optimize implementations. | 2+ years owning complex enterprise accounts, 5+ years in customer-facing roles, excellent communication and collaboration skills, ability to manage multiple stakeholders, and a strong focus on customer satisfaction and retention. | 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 We are looking for an experienced Customer Success Manager to join our Post-Sales team. Customer Success Managers (CSMs) play a crucial role in ensuring Highspot's customers' satisfaction, retention, and ongoing success. Their primary focus is to build strong relationships with customers, understand their needs, and help them derive maximum value from the products or services offered by the company. Success is denominated in the form of the sellers, BTL, OT, and 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. We are looking for CSMs who are passionate about enablement and how it can transform organizations. 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. \n What You'll Do RESPONSIBILITY 1: Customer Relationship Ownership 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; in the event of key customer stakeholder turnover, you seek and build replacement relationships RESPONSIBILITY 2: Strategic Account Planning 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” You will be responsible for identifying 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 RESPONSIBILITY 3: Value Realization Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain 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 Your Background 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. You strive to understand clients’ strategic business goals, deploy critical thinking in leading and executing your portfolio, anticipate future needs, and determine solutions. Believes profitable customer relationships are founded on respect and that growth and expansion come from cultivating relationships. You have shown the capacity to develop relationships and optimize enterprise customer accounts, you understand what it means to evangelize your product. Excited about the ways products can be used to accelerate business goals. You have a strong intuition for business and an admiration for driving software solutions. 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 stay calm in the face of technical and/or customer challenges. You corral the right people to resolve and infect others with your can-do spirit. You have skills for digesting and effectively communicating technical concepts across audiences of varying technical abilities. You’re resourceful - you might not have all the answers, but you know how to find them. You have a strong background in project management, organizing complex customer engagements across multiple stakeholder groups. This position is available either in-office or remote, as applicable, at the following locations: Arizona - Remote Arkansas - Remote California - Remote Connecticut - Remote Florida - Remote Georgia - Remote Idaho - Remote Illinois - Remote Maryland - Remote Massachusetts - Remote Michigan - Remote Minnesota - Remote Missouri - Remote Montana - Remote Nevada - Remote New Hampshire - Remote New Jersey - Remote New York - Remote North Carolina - Remote Ohio - Remote Oregon - Remote Pennsylvania - Remote South Carolina - Remote Tennessee - Remote Texas - Remote Utah - Remote Virginia - Remote Washington - Remote Washington - Seattle Washington, D.C. - Remote Wisconsin - Remote #BI-Remote \n Base salary range: $87,500 - $119,000. On Target Earnings (OTE) range: $125,000 - $170,000, 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 -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 #LI-JB1 Equal Opportunity Statement We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, 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.

Lead and scale the ML engineering team to productionize and improve ML models, coordinate with data science and product teams, and drive technical roadmap and culture. | 8+ years software development, 4+ years engineering management, 2+ years ML engineering experience with production ML models, strong leadership, and ML operations expertise. | 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 We are looking for a Senior Director of Engineering to join our growing Machine Learning team. You will lead a team that works on challenging problems. As an ML Engineering Director, you will be responsible for building and scaling an ML team, managing the planning and prioritization of upcoming ML-related work, coordinating multiple engineering teams, and coaching team members. You will work with scientists, the leadership team, and product managers to evaluate priorities, spot potential problems before they occur, and support the team's technical roadmap with planned ML engineering investments. You are flexible, and supportive and know when to step in and work hands-on with your team and when to lean out and direct. What You’ll Do Coordinate with our data science team and product and engineering leadership to identify both the long-term and short-term needs of the ML learning work, especially in the areas of NLP, NN, and CV. Building and scaling the machine learning team Lead the team in bringing the ML models built by the data science team to production with high scalability, reliability, availability, performance, and cost efficiency. Lead the team in continuously improving existing ML models together with the data science team Lead the team in building data pipelines to support ML model training and serving Lead the team in building a labeling system for supervised model training Contribute to our org-wide product ideation in collaboration with other engineering leaders, engineers, researchers, product managers, and SMEs. Communicate complex concepts and the results of analyses in a clear and effective manner to technical and non-technical audiences. Collaborate with other team members and cross-functionally to share knowledge and discuss initiatives. Who You Are 8+ years working as a professional software developer 4+ years working as an engineering manager 2+ years working in ML-related areas with a great understanding of machine learning design patterns and best practices and experience in shipping machine learning models into distributed, data-intensive production systems You can draw on substantial depth and breadth of management experience to lead and grow a machine learning team. You collaborate well with teams with different backgrounds/expertise/functions. You have expertise in full product lifecycle; technical designs, project planning, iterative implementation, and successful product launches. You care about data-driven development, reliability, and responsible experimentation. You understand the application of intermediate principles of data science (machine learning, statistics, computer science, mathematics) to solve technical problems. You have expertise in the ML Operations lifecycle; data acquisition, model training, and model deployment. You have experience and passion for mentoring and encouraging collaborative teams. You have experience in cultivating a strong engineering culture in an agile environment. Your Background M.S. in Computer Science or related field or equivalent experience Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, documentation, and operations BONUS POINTS FOR 2+ years of experience managing a machine learning team Knowledge of security and privacy Cloud Infrastructure: AWS, Kubernetes Building/maintaining large-scale production services Experience developing production ML models Background in ML/Stats theory Base salary range: $222,609 - $333,913. Employees may also be eligible for bonuses, stock options, and 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 -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 Equal Opportunity Statement We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, 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.