Manager, Customer Success

Highspot; Vancouver; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading company in the SaaS field is seeking a Customer Success Manager to lead a team focused on enhancing customer experience and satisfaction. The role involves developing processes, providing customer insights, and cultivating a high-performing culture. Ideal candidates will have extensive experience in SaaS environments and a proven track record of team management.

Benefits

Comprehensive medical, dental, vision, and life benefits

Flexible PTO

Generous Holiday Schedule

Quarterly Recharge Fridays

Flexible work schedules

Access to Coaches and Therapists

2 Volunteer days per year

Qualifications

• 4+ years managing high-performing teams in a SaaS environment.
• 5+ years client management experience.
• Proven track record in hiring and developing talent.

Responsibilities

• Provide insights to improve customer experience.
• Scale operations and processes within Customer Success.
• Coach and develop a high-performing team.

Skills

Leadership

Communication

Execution

Problem Solving

Collaboration

Tools

Dynamics 365

Job description

• Provide Customer Insight. Develop relationships with our customers to understand their Highspot experience and synthesize key themes from across the customer base to keep us moving toward the perfect customer experience. Coach the Customer Success team to align product features to customer business goals and objectives. Guide your team through complex and difficult organizational issues across all customer segments.
• Scale Organizations, Processes, and Operations. Work with your management team to design organizational and process changes as our company grows and evolves and be the primary execution point for making those designs a reality within Customer Success.
• Develop a High Performing, High Engagement Team and Culture. Coach and develop your direct reports. Demonstrate very high emotional intelligence. Set and uphold the highest performance standards. Help colleagues “enjoy the ride” - one of our core guiding principles.
• Partner effectively across functions. Act as an ally and partner to colleagues in related functions - Product, Account Management, Marketing, and others - making decisions that take broader perspectives into account and providing insight into others’ decisions. Demonstrate a balanced, reasoned approach to conflict or differing priorities.
• Cultivate deep product knowledge. To date, this has been one of the hallmarks of the Customer Success team. Gain deep knowledge, understanding, and experience with the Highspot product and how it is integrated with other systems in a customer environment. Provide training / guidance / best practices to customers and team.

Your Background

• 4+ years of managing high-performing revenue attainment teams in a SaaS environment
• 5+ years of client management experience
• Demonstrated ability to work cross-functionally
• Familiarity with SaaS businesses, metrics, goals, and challenges
• Proven strong executive leadership and decision-making abilities
• Strong communication skills, ability to articulate and sell a vision internally and externally
• Strong execution skills and the ability to drive action and accountability
• Proven track record of hiring, developing, and managing world-class talent
• Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
• Ability to communicate directly to the product and technical teams : share insights into root causes of customer discontent, advocate for features / functionality to eliminate churn, drive customer satisfaction
• Experience working with and deploying CMS / DMS technologies. Working Knowledge of CRM (, Dynamics 365) operations and administration
• Entrepreneurial spirit and mindset, a focus on possibilities and not obstacles
• Proven ability to navigate ambiguity and change
• Proven track record of defining and optimizing processes

Highspot also offers the following employee benefits for this position : -Comprehensive medical, dental, vision, disability, and life benefits-Group Retirement Savings Plan (RRSP) and matching employer contributions (DPSP) with immediate vesting-Flexible PTO-Generous Holiday Schedule + 5 Days for Annual Holiday Week-Quarterly Recharge Fridays (paid days off for mental health recharge)-Flexible work schedules-Access to Coaches and Therapists through Modern Health-2 Volunteer days per year#LI-KG1