About Highspot
Highspot is pioneering a category that is fundamentally changing how companies increase sales productivity. With the mission to transform how millions of people work with sales enablement, Highspot is committed to building breakthrough software with a touch of “magic.” We believe the best workplaces are about more than the work—they reflect what the company stands for and how it authentically lives its values. To that end, we intentionally focus on creating equitable workplaces for every employee. Our goal is a culture where everyone feels a strong sense of belonging and is empowered to drive change—transforming themselves, their workplace, and the world.
About the Role
We’re seeking an experienced Customer Success Manager to join our Post-Sales team. Customer Success Managers (CSMs) are essential to ensuring Highspot customers’ satisfaction, retention, and long-term success. Their primary responsibility is to build strong customer relationships, understand customer needs, and help customers get maximum value from the products and services Highspot provides. Success is measured through seller, BTL, OT, and ATL satisfaction and assessments of Highspot’s value—driving customer revenue retention and creating opportunities for expansion within the customer account structure.
The CSM is expected to understand customer needs and strategically grow engagement with Highspot. This role focuses on driving product adoption, ensuring customer satisfaction, and building advocacy across multiple organizational levels and functions, including Sales, Marketing, IT, and Finance. The CSM also proactively identifies account risks, partners with internal teams such as Deployment Consultants and Technical Account Managers to optimize implementations, and develops deep expertise in the Highspot platform. Ultimately, the CSM delivers key customer milestones—including Mutual Value Plans, Solution Health Reviews, and Strategic Business Reviews—while partnering with Account Management on renewals and expansions.
We’re looking for CSMs who are passionate about enablement and how it can transform organizations. In this role, you’ll help some of the world’s most influential companies solve their most challenging problems. As part of our post-sales team, you must thrive in a highly collaborative environment and have a proven record of delivering customer value and supporting revenue retention.
What You’ll Do
- RESPONSIBILITY 1: Customer Relationship Ownership
- Act as Highspot’s primary point of contact for customers in your portfolio and serve as the internal “owner” for those relationships at Highspot
- Thoroughly understand customer needs and help business leaders find opportunities to expand value, increase Highspot’s footprint, and deepen engagement
- Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement
- Engage proactively with the stakeholders needed across Enablement, Sales, Marketing, Operations, Finance, IT, and other areas at all levels (ATL, OTL, and BTL) to achieve your goals; if key stakeholders change, you will identify and build relationships with their replacements
- RESPONSIBILITY 2: Strategic Account Planning
- Collaborate with customers to develop a mutual value plan
- Analyze your portfolio to identify risks and opportunities, and prioritize actions for maximum impact
- Work with Account Management to address renewal risks; project manage the plan to reach “green churn risk” status
- Identify expansion opportunities and pass them to the Account Management team
- Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical issues
- RESPONSIBILITY 3: Value Realization
- Help customers realize the full value of the Highspot platform; enable Solution Owners and ATL stakeholders to believe the company is achieving measurable, explainable ROI
- Drive product adoption and ongoing usage of Highspot, positioning it as an essential platform for the customer while supporting satisfaction and advocacy
- Identify opportunities to sell add-on services that help customers achieve their goals
- Ensure effective execution of customer maturity and technical discussions by coordinating internally across engineering, marketing, product, and support
Your Background
- Proven ability to consult with customers at all seniority levels to understand business goals and create and deliver plans that exceed customer expectations for value
- 2+ years owning complex enterprise accounts and 5+ years in a customer-facing role
- Excellent communication skills (verbal, written, and presentation) and the ability to synthesize complex issues for executive audiences both internally and externally
- Strong collaboration and influencing skills to align internal and external stakeholders
- Ability to succeed in ambiguous situations, with a drive to build structure and process for our largest customers
- A strong focus on customer experience, satisfaction, and retention—actively understanding clients’ strategic business goals, applying critical thinking to lead and execute your portfolio, anticipating future needs, and determining the right solutions
- Belief that profitable customer relationships are built on respect, and that growth comes from cultivating those relationships—demonstrated ability to build relationships, optimize enterprise accounts, and “evangelize” your product
- Enthusiasm for how products can accelerate business goals; strong business intuition and a passion for driving software solutions
- Enjoy learning about sophisticated technical products and understanding how they work in detail
- A trustworthy teammate who wants to support the team—stays calm during technical and/or customer challenges, brings in the right people to solve problems, and inspires others with a “can-do” attitude
- Ability to digest and effectively communicate technical concepts across audiences with varying levels of technical expertise; resourcefulness—finding answers even when you don’t have them initially
- Strong project management background, including 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
- Tennessee – Remote
- Texas – Remote
- Utah – Remote
- Virginia – Remote
- Washington – Remote
- Washington – Seattle
- Washington, D.C. – Remote
- Wisconsin – Remote
Base salary range: $98,000 – $140,000
On Target Earnings (OTE) range: $140,000 – $200,000, with a 70% base / 30% variable target OTE split. Employees may be eligible for stock options and other forms of compensation.
The figures above represent total expected compensation for this role. Actual compensation may vary based on 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 paid time off (PTO)
– 8 paid holidays and 5 paid days for Annual Holiday Week
– Quarterly Recharge Fridays (paid time 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
On Target Earnings (OTE) range: $140,000 – $200,000, with a 70% base / 30% variable target OTE split. Employees may be eligible for stock options and other forms of compensation.
The figures above represent total expected compensation for this role. Actual compensation may vary based on 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 paid time off (PTO)
– 8 paid holidays and 5 paid days for Annual Holiday Week
– Quarterly Recharge Fridays (paid time 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. We do not discriminate based on 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 speaks to you, click “apply.”
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