Head of Customer Success- Remote

📋 Description

• • Own and evolve Highspot’s global Customer Success vision, strategy, and execution, ensuring every customer—from SMB to Fortune 50—realizes measurable revenue impact from the platform.
• • Lead a distributed team of CSMs, managers, and directors across all segments, setting clear OKRs for adoption, retention, NPS, and net-revenue retention (NRR) that ladder directly to company ARR targets.
• • Serve as the executive sponsor for our largest strategic accounts, quarterbacking QBRs, success plans, and expansion roadmaps with C-level buyers and economic champions.
• • Translate customer outcomes into compelling stories that fuel marketing case studies, sales references, and product roadmap prioritization—turning satisfied users into vocal advocates.
• • Architect repeatable, data-driven playbooks that scale 1:many programs for the long-tail while preserving white-glove service for enterprise logos, leveraging Gainsight, Tableau, and Salesforce to monitor health scores and trigger interventions.
• • Partner with Sales leadership to design land-and-expand motions, including pricing, packaging, and co-selling motions that increase average contract value (ACV) and reduce time-to-value.
• • Collaborate with Product to funnel field insights into roadmap decisions, representing the “voice of the customer” in quarterly planning and sprint reviews to accelerate feature adoption and reduce churn risk.
• • Build and mentor the next generation of CS leaders through structured career paths, competency models, and succession planning, ensuring bench strength for 2-3 years of hyper-growth.
• • Institutionalize a culture of experimentation—A/B testing onboarding flows, in-app guidance, and education formats—to continuously lift activation rates and reduce time-to-first-value.
• • Oversee the CS operations stack, selecting and optimizing tools for digital CS, community, and customer marketing that deliver efficiency gains without sacrificing customer intimacy.
• • Champion Highspot’s values—especially “Enjoy the Ride”—by modeling inclusive leadership, psychological safety, and recognition rituals that keep engagement scores above industry benchmarks.
• • Represent Customer Success at the executive table, presenting board-level metrics, forecasts, and risk mitigation plans that influence company-wide resource allocation and strategic bets.
• • Drive cross-functional alignment with Professional Services, Renewals, and Support to create a unified post-sales experience, eliminating hand-off friction and ensuring customers feel one Highspot team.
• • Monitor global macro trends and competitive threats, adjusting segmentation, coverage models, and success KPIs to stay ahead of market shifts and customer expectations.
• • Institutionalize a rigorous yet empathetic feedback loop—combining surveys, interviews, and product usage analytics—to surface early warning signals and celebrate wins in real time.