Client Success Strategist

4 weeks ago

Canada Highspot, Inc. Full time
Company Overview:
Highspot, Inc. is at the forefront of revolutionizing the sales productivity landscape. Our mission is to reshape how organizations engage with sales enablement, and we are dedicated to developing innovative software solutions that inspire and empower.

Position Summary:
We are seeking a seasoned Client Success Strategist to enhance our Post-Sales team. The role of the Client Success Strategist (CSS) is vital in guaranteeing the satisfaction, retention, and ongoing success of Highspot's clientele.

The primary objective is to cultivate robust relationships with clients, comprehend their requirements, and assist them in extracting maximum value from our offerings.

Success metrics are reflected in the satisfaction and assessment of Highspot's value by sellers, as well as customer revenue retention and potential expansion within the account hierarchy.

The CSS is responsible for driving product utilization, ensuring client satisfaction, and promoting advocacy across various organizational levels, including Sales, Marketing, IT, and Finance.

Additionally, the CSS proactively identifies account risks, collaborates with internal teams such as Deployment Consultants and Technical Account Managers to enhance implementations, and achieves proficiency in the Highspot platform.

Ultimately, the CSS delivers critical 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 CSS, you will have the opportunity to assist some of the world's most influential organizations in addressing their most significant challenges.


Key Responsibilities:
  • Customer Relationship Management:
    Act as the primary representative of Highspot for your assigned clients, taking ownership of those relationships internally. Understand client needs deeply and assist business leaders in identifying opportunities for value expansion.
  • Strategic Account Planning:
    Analyze your portfolio to identify risks and opportunities, prioritizing for maximum impact. Collaborate with Account Management to address renewal risks and manage plans to mitigate churn.
  • Internal Collaboration:
    Work closely with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges.
  • Value Realization:
    Help clients realize the full potential of the Highspot platform and identify opportunities for additional services that align with their goals.
  • Communication Skills:
    Exhibit excellent verbal and written communication skills, capable of simplifying complex issues for diverse audiences.
  • Customer-Centric Focus:
    Prioritize customer experience with an emphasis on satisfaction and retention, believing that successful relationships are built on respect and understanding.
  • Technical Acumen:
    Demonstrate a strong understanding of sophisticated technical products and maintain composure in the face of challenges.
  • Project Management:
    Possess a solid background in managing complex customer engagements across multiple stakeholders.

Work Environment:
This position offers flexibility in work arrangements, allowing for remote opportunities.

Benefits:
Highspot, Inc. provides a comprehensive benefits package, including medical, dental, vision, disability, and life insurance, along with a Group Retirement Savings Plan (RRSP) featuring employer matching contributions. Enjoy flexible paid time off, a generous holiday schedule, and adaptable work hours. We are committed to fostering a diverse and inclusive workplace, valuing equal opportunity for all individuals.

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