Director, Customer Success Management

🔥 12 hours ago

🌵 Arizona, California, +25 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🦬 Montana – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Highspot

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Highspot is a leading sales enablement platform designed to ignite revenue growth and drive repeatable sales success for businesses of all sizes. The company provides a unified, AI-driven platform that helps organizations define, execute, and optimize go-to-market initiatives, improving productivity and accelerating business results. Highspot offers a comprehensive suite of tools for sales content management, sales plays and playbooks, buyer engagement, sales training, and sales coaching. Through AI-assisted automation, real-time analytics, and a robust partner ecosystem, Highspot assists enterprises in enhancing sales performance and achieving predictable revenue targets. Trusted by global enterprises, Highspot is recognized for its ability to seamlessly integrate sales enablement strategies with business outcomes.

📋 Description

• Drive Customer Value & Growth • Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle. • Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base. • Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes. • 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, reinforcing credibility and trust with customers at every level. • Foster a High-Performance Culture • Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team. • Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness. • 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.” • Drive Commercial Impact & Retention • Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio. • Drive adoption of MEDDPICC sales methodology. • Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers. • Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership. • Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed. • 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, referenceability, 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 segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts. • 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.

🎯 Requirements

• 8+ years of experience in Customer Success, post-sales, or sales leadership in SaaS, with a focus on Enterprise or Strategic segments. • 6+ 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 and growth metrics, including experience partnering with renewal and sales teams on commercial execution. • Experience building and modeling cohesive account team motions across CS, Sales, and Renewals. • Proven executive leadership and decision-making capabilities with strong operational rigor. • High emotional intelligence and a people-first leadership style — you lead with empathy, build trust quickly, and bring out the best in the people around you. • Strong communication and storytelling skills, with the ability to influence internal stakeholders and engage 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. • Familiarity with MEDDPICC or comparable sales methodologies and their application within a Customer Success context. • Successful history of hiring, developing, and retaining world-class talent across leadership and frontline roles. • Strong technical and product acumen, including experience with CRM platforms (Salesforce/Dynamics 365) and sales enablement technologies. • Entrepreneurial mindset, adaptable to change, with a focus on solutions and opportunities.

🏖️ Benefits

• Equal Opportunity Statement • commitment to building breakthrough software with a spark of magic • focus on creating equitable workspaces • culture where everyone feels a deep sense of belonging