Job Description:
We're expanding our Post-Sales team in Hyderabad and looking for experienced Customer Success Managers to join us. Customer Success Managers (CSMs) play a crucial role in ensuring Highspot's customers' satisfaction, retention, and ongoing success. Passion for driving to tangible business outcomes is key. Success is denominated in the form of the sellers, Below the Line (BTL), On the Line (OTL), and Above the Line (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. 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. CSMs may serve in roles that are directly customer-facing, accountable directly for a book of business, or maybe in support of a book of large and/or strategic customers, accountable for key work streams that impact value & revenue, alongside in-region CSMs. This role may cover our global customer base.
