Job Description

Highspot is seeking a Head of Customer Success to lead their Customer Success organization, shaping the vision and strategy to ensure customers achieve maximum value from the platform. This executive role will own the global CSM team, drive post-sales engagement, and foster strong customer partnerships.

Responsibilities

• Drive customer value and growth
• Ensure high-quality customer engagement
• Provide executive sponsorship for strategic accounts
• Develop and maintain deep product expertise
• Equip CSMs with best practices and training
• Foster a high-performance culture
• Hire, coach, and develop CSM talent
• Collaborate cross-functionally with Product, Sales, and Marketing
• Lead and scale the Customer Success organization
• Implement scalable processes and metrics

Requirements

• 12+ years of experience leading Customer Success in a SaaS environment
• 7+ years of direct client management experience with enterprise customers
• Proven ability to build and scale global organizations
• Track record of owning retention, growth, and customer satisfaction metrics
• Executive leadership and decision-making capabilities
• Strong communication and storytelling skills
• Deep familiarity with SaaS businesses
• Experience working cross-functionally
• Successful history of hiring and developing talent
• Strong technical and product acumen
• Experience with enterprise SaaS technologies

Benefits

• No benefits