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Metro-based, popular CSM role with moderate brand recognition and seniority drives medium competition.
SaaS-specific CSM and product expertise needed, moderately transferable across other SaaS firms.
Explicit 10+ years requirement plus 3+ years managing SaaS revenue teams and domain-specific skills create strict filters.
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Lead and manage a team of Customer Success Managers responsible for customer onboarding, retention, and adoption of Highspot's SaaS platform.
Drive strategic initiatives to enhance customer satisfaction, reduce churn, and improve team performance using customer health and performance metrics.
Collaborate cross-functionally with Services, Account Management, Product, and Marketing to implement organizational and process improvements at scale.
Minimum 10 years of experience in Customer Success roles, including 3+ years managing revenue-attainment teams in a SaaS environment.
Proven track record in driving customer retention, adoption, and expansion at scale within SaaS businesses.
Experience with SaaS metrics, CRM tools like Salesforce.com or Dynamics 365, and CMS/DMS technologies.
Work Experience Required: Minimum 10 years in Customer Success; Notice period: Not explicitly mentioned in the JD.
Experienced senior leader with a strong background managing high-performing customer success teams in SaaS environments focused on revenue retention and growth.
Strategic operator skilled in cross-functional collaboration, data-driven decision-making, and scaling organizational processes.
Deep product knowledge with the ability to translate customer insights into actionable improvements, influencing product and technical teams effectively.