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Director, Customer Success Management- Remote

3 days, 13 hours ago
United States
Full-time
Executive
Customer Success Manager
Customer and Technical Support
Microsoft Dynamics 365 Salesforce
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Highspot

Highspot

Highspot delivers advanced sales enablement solutions, empowering companies to engage buyers effectively and drive revenue growth with AI-powered tools and personalized content.

Internet Software & Services
1K-5K
Founded 2012
$645M raised
View All Jobs 5

Description

  • Lead a high-impact team of Customer Success Managers serving Enterprise and Strategic accounts.
  • Own the post-sales engagement, adoption, and expansion strategy for a significant customer portfolio.
  • Drive customer retention, renewal readiness, and commercial outcomes in partnership with Renewal Managers and Account Executives.
  • Provide executive sponsorship and trusted-advisor support to strategic customer stakeholders.
  • Develop deep product and integration expertise to guide best practices, training, and customer adoption.
  • Hire, coach, and develop customer success talent while building a high-performance, people-first culture.
  • Set performance standards and support team engagement, accountability, and career growth.
  • Maintain forecast accuracy for renewals and expansion using data-driven insights.
  • Partner cross-functionally with Product, Sales, Services, Marketing, Operations, and Analytics to improve customer outcomes.
  • Implement scalable processes, tools, and metrics and develop the leadership bench within the Customer Success organization.

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 and partnering with renewal and sales teams on commercial execution.
  • Experience building cohesive account team motions across Customer Success, Sales, and Renewals.
  • Proven executive leadership and decision-making capabilities with strong operational rigor.
  • High emotional intelligence and a people-first leadership style.
  • Strong communication and storytelling skills with the ability to influence internal stakeholders and engage C-level executives.
  • Deep familiarity with SaaS business metrics, challenges, and lifecycle dynamics.
  • Experience working cross-functionally with Product, Sales, Services, and Marketing.
  • Familiarity with MEDDPICC or comparable sales methodologies in a Customer Success context.
  • Successful history of hiring, developing, and retaining world-class talent.
  • Strong technical and product acumen, including experience with CRM platforms such as Salesforce or Dynamics 365 and sales enablement technologies.
  • Entrepreneurial mindset and adaptability to change.
  • Available in designated remote locations or in Seattle, Washington.

Benefits

  • Base salary range of $143,500 to $206,500.
  • On-target earnings range of $205,000 to $295,000 with a 70% base / 30% variable split.
  • Comprehensive medical, dental, vision, disability, and life benefits.
  • Health Savings Account with employer contribution.
  • 401(k) matching with immediate vesting on employer match.
  • Flexible PTO plus 8 paid holidays and 5 paid days for Annual Holiday Week.
  • Quarterly Recharge Fridays as paid mental health recharge days.
  • 18 weeks of paid parental leave.
  • Access to coaches and therapists through Modern Health.
  • 2 volunteer days per year.
  • Commuting benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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