Director, Customer Success

7 days ago

Canada Highspot, Inc. Full time
Director, Customer Success - Enterprise & Strategic - Remote

Highspot is venturing into a unique category revolutionizing the way companies enhance sales productivity. Passionately dedicated to reshaping how millions work with sales enablement, Highspot is dedicated to developing cutting-edge software with a touch of magic. A fantastic workplace isn't just about the job - it's about the company's values and how they genuinely reflect them in the real world. Our focus is on creating inclusive work environments for all our employees intentionally. Our aim is to foster 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 Position

In this role, you'll be part of the Customer Success team. A crucial and visible position where you'll lead a group of Customer Success Managers handling a portfolio of enterprise and strategic clients, guiding them through post-sales onboarding and acting as a reliable advisor during their Highspot journey. You'll collaborate closely with Services and Account Management leaders to establish and execute the customer strategy, supporting and coaching the growing Customer Success team. You'll play a vital role in nurturing customer and partner relationships, promoting Highspot adoption within client organizations, and ensuring they leverage our platform's full potential.

Responsibilities
  • Provide Customer Insight: Build relationships with customers to grasp their Highspot experience and distill key insights from the customer base to enhance the overall customer experience. Guide the Customer Success team in aligning product features with client business objectives. Assist your team in navigating complex organizational issues across all customer segments.
  • Scale Organizations, Processes, and Operations: Collaborate with the management team to devise organizational and process adjustments as our company expands, taking the lead in implementing these changes within Customer Success.
  • Develop a High-Performing, Engaged Team and Culture: Mentor and develop your direct reports, showcasing exceptional emotional intelligence. Establish and maintain top-tier performance standards. Ensure colleagues embrace our core principle of 'enjoying the ride.'
  • Partner Across Functions: Serve as an ally and collaborator with teams in related functions - Product, Account Management, Marketing, etc. - making decisions that consider broader perspectives and offering insights into others' decisions. Take a balanced, thoughtful approach to resolving conflicts or addressing competing priorities.
  • Cultivate Deep Product Knowledge: Develop extensive expertise in the Highspot product, understanding how it integrates with other systems in a client's environment. Provide training, guidance, and best practices to clients and the team.
Preferred Qualifications
  • Over 10 years leading high-performing revenue teams in an SaaS setting
  • Minimum of 7 years managing clients at the Enterprise level
  • Proven ability to collaborate across different functions
  • Understanding of SaaS industry, metrics, objectives, and challenges
  • Demonstrated strong executive leadership and decision-making skills
  • Excellent communication skills to convey and promote a vision internally and externally
  • Effective execution skills to drive action and ensure accountability
  • Track record of recruiting, nurturing, and supervising exceptional talent
  • Extensive experience in implementing software solutions involving multiple stakeholders and delivering quality outcomes on time
  • Direct communication with product and technical teams to address customer concerns, propose features to mitigate churn, and enhance customer satisfaction
  • Experience with CMS/DMS technologies and CRM operations and administration
  • Entrepreneurial mindset focusing on possibilities over obstacles
  • Ability to navigate ambiguity and change effectively
  • Proven track record in defining and enhancing processes
Employee Benefits

-Comprehensive healthcare, dental, vision, disability, and life coverage

-Group Retirement Savings Plan and employer contributions with immediate vesting

-Flexible PTO

-Generous Holiday Schedule + 5 Days for Annual Holiday Week

-Quarterly Recharge Fridays (paid days off for mental wellness)

-Professional development opportunities through LinkedIn Learning

-Access to Coaches and Therapists via Modern Health

-2 Volunteer days annually

Equal Opportunity Statement

We are dedicated to fostering diversity and equality. Our hiring decisions are not based on any protected grounds under applicable human rights legislation. We embrace individuals from various backgrounds and do not discriminate based on age, ancestry, citizenship, ethnicity, family status, gender identity, genetic information, marital status, medical condition, national origin, disabilities, political beliefs, race, religion, or sexual orientation.

If you feel connected to this role but haven't ticked every requirement box, don't count yourself out Click 'apply' if this opportunity resonates with you.

  • Director of Customer Success

    1 week ago

    Canada Private AI Full time

    Director of Customer Success (Toronto or Remote Globally) About Private AI Founded in 2019 by privacy and machine learning experts from the University of Toronto, Private AI's mission is to create a privacy layer for software and enhance compliance with current regulations such as the GDPR. Identifying, reducing and removing privacy risks using AI, Private...

  • Director of Customer Success

    7 days ago

    Canada LifeRaft Full time

    LifeRaft Director of Customer Success This role will sit within Canada, in the Eastern, or Atlantic Time Zones. Travel to our Halifax, NS office will be required on an as needed basis, frequency dependent on incumbents location. Dedicated to the relentless pursuit of zero missed threats, LifeRaft strives to empower businesses and individuals with innovative...

  • Director of Customer Success

    7 days ago

    Canada Owner Inc Full time $175,000 - $225,000

    Director of Customer Success and Support Owner is the all-in-one platform that restaurants use to succeed online. Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations. You can think of it as Shopify meets HubSpot, but...

  • Director Customer Success

    7 days ago

    Canada LifeWorks Full time

    Director Customer Success page is loaded Director Customer Success Apply locations Montreal, Quebec, Canada time type Full time posted on Posted 30+ Days Ago job requisition id R-14986 TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the...

  • Customer Success Director Remote

    1 week ago

    Canada Decarbonize Full time

    Regrow is seeking a passionate, customer-centric and innovation-driven leader to join our Customer Success team as Director, Customer and Tech Support. You will be responsible for leading a global team of Customer Product Support Specialists dedicated to providing exceptional proactive and reactive support services for Regrow's products. You play a critical...

  • Senior Customer Success Manager

    7 days ago

    Canada ZAG Zyklotron AG Full time

    *Open to remote candidates that reside in the United States and Canada All VelocityEHS employees have a role in delivering value across our customer base, but it is our Customer Success Managers (CSM) who are uniquely positioned to ensure the value is being received. As a Senior CSM, you will be responsible for engaging with customers' post-sale to develop...

  • Customer Success

    1 week ago

    Canada BIS Safety Software Full time

    BIS Safety Software is a rapidly growing company in the safety industry, offering cutting-edge software solutions.We are looking to expand our team and currently in search of a dedicated full-time team member for Customer Success focusing on Onboarding and Education. We need someone who is passionate about providing exceptional customer service, enjoys...

  • Manager, Customer Success

    2 weeks ago

    Canada GSOFT Full time

    Company Description We’re GSoft, home to a family of software products that lay the groundwork for a better employee experience. Our goal is to make work simpler, kinder, and faster. Specifically, we help companies get the most out of Microsoft 365 with ShareGate. We help managers grow their teams with Officevibe. And we ensure every onboarding is a...

  • Head of Customer Success

    2 weeks ago

    Canada OpsLevel Full time

    About OpsLevel OpsLevel is the leading internal developer portal designed to help engineering teams build, ship, and maintain software better than ever. We believe that developer portals are the linchpin to a successful developer experience. With customers like Duolingo, Sotheby's, Keller Williams, and Convoy, we know that the best businesses in the world...

  • Director of Customer Support

    1 week ago

    Canada Intrahealth, a HEALWELL AI Company Full time

    TSX:AIDX), is an enterprise class EHR provider supporting approximately 20,000 providers and the care delivery of tens of millions of patients and clients across Canada, Australia and New Zealand. Intrahealth provides a suite of flexible software solutions to a wide variety of customers including health authorities, hospitals, public health outpatient...

  • Customer Success Manager

    4 days ago

    Canada Botpress Full time

    Join the Botpress team At Botpress, we offer a robust, industry-leading platform for building Autonomous Agents (chatbots) that companies, governments, and educational institutions use to solve internal and external real-world problems. The Role We are looking for customer-centric , tech-savvy candidates with excellent communication skills. In this...

  • Customer Success Manager

    5 days ago

    Canada Botpress Full time

    Join the Botpress teamAt Botpress, we offer a robust, industry-leading platform for building Autonomous Agents (chatbots) that companies, governments, and educational institutions use to solve internal and external real-world problems.The RoleWe are looking for customer-centric, tech-savvy candidates with excellent communication skills. In this role, you...

  • Customer Success Manager

    5 days ago

    Canada Botpress Full time

    Join the Botpress teamAt Botpress, we offer a robust, industry-leading platform for building Autonomous Agents (chatbots) that companies, governments, and educational institutions use to solve internal and external real-world problems.The RoleWe are looking for customer-centric, tech-savvy candidates with excellent communication skills. In this role, you...

  • Customer Success Manager

    5 days ago

    Canada, CA Botpress Full time

    Join the Botpress teamAt Botpress, we offer a robust, industry-leading platform for building Autonomous Agents (chatbots) that companies, governments, and educational institutions use to solve internal and external real-world problems.The RoleWe are looking for customer-centric, tech-savvy candidates with excellent communication skills. In this role, you...

  • Customer Success Manager

    1 week ago

    Canada Foundation for Recovery Full time

    Customer Success Manager Grammarly for Education LATAM Grammarly team members in this role must be based in the United States, and they must be able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub(s) where the team is based. From instantly creating a first draft to perfecting every message, Grammarlyâs product offerings help...

  • Customer Success Manager

    1 week ago

    Canada Foundation for Recovery Full time

    Customer Success Manager Grammarly for Education LATAM Grammarly team members in this role must be based in the United States, and they must be able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub(s) where the team is based. From instantly creating a first draft to perfecting every message, Grammarlyâs product offerings help...

  • Customer Success Manager

    1 week ago

    Canada Equinix Full time

    Customer Success Manager 3 page is loaded Customer Success Manager 3 Apply locations Toronto Montreal Calgary time type Full time posted on Posted 4 Days Ago job requisition id JR Who are we? Equinix is the world's digital infrastructure company , operating over 2 50 data centers across the globe . Digital leaders harness Equinix's trusted platform to bring...

  • Customer Success Manager

    5 days ago

    Canada Tribute Technology Full time

    Tribute Technology is an established best-in-class Software as a Service technology company and solutions provider. Our customers include some of the largest and most prominent media brands in the world, spanning 4 continents and reaching millions of users every day. Our mission is to make meaningful connections between our customers and their users through...

  • Customer Success Manager

    1 week ago

    Canada Diversis Capital LLC Full time

    About the company At Tempo we're on a mission to help teams build better, together. We are creators of top-selling Atlassian Marketplace apps, supporting more than 29,000 customers, including a third of the Fortune 500 companies, and working with hundreds of Solutions Partners globally. Our solutions help customers orchestrate creation and delivery, so...

  • Customer Success Manager

    6 days ago

    Canada Optibus Full time

    About the Position The Customer Success Manager (CSM) couples technical and client relationship capabilities to help customers meet their objectives on the Optibus platform and deliver value. Our CSMs are Optibus subject matter experts specializing in the value that customers can gain from our platform. They are the voice of the customer, and drive...