Jobs at Highspot

Senior IC responsible for investigating and resolving complex SaaS customer escalations across APIs, integrations, authentication, databases, and cloud. Partner with Engineering and Product, mentor support engineers, improve processes, create documentation, and drive operational excellence and incident response.

Lead and coach a team of Customer Success Managers to drive post-sales onboarding, product adoption, retention, and expansion. Define and execute customer strategies, scale processes and operations, analyze customer health and team performance metrics, partner across Product, Account Management and Marketing, and cultivate a high-performing, engaged team.

Lead post-sales customer success for enterprise accounts, drive product adoption and value realization, build multi-level stakeholder relationships, develop mutual value and strategic account plans, identify risks and expansion opportunities, coordinate cross-functional teams to optimize implementations, and partner on renewals and expansions to maximize retention and advocacy.

Lead end-to-end renewal strategy for Enterprise and Strategic B2B SaaS customers. Drive retention and revenue through pricing and contract negotiations, executive relationship management, risk mitigation, forecasting and CRM hygiene. Partner with Sales and Customer Success to identify expansions, use product usage and customer insights to inform decisions, and improve scalable processes to enhance customer outcomes.

Drive customer adoption, retention, and expansion of the Highspot SaaS platform by analyzing usage data, developing strategic value plans, mitigating risk, building stakeholder relationships, coordinating cross-functional solutions, and partnering on renewals and upsells to meet KPIs like retention, churn, NPS, and expansion revenue.

Lead and mentor a team of Implementation Managers while owning strategic enterprise SaaS implementations. Define implementation strategies, manage risks and governance, design customer solutions, drive adoption, and partner cross-functionally to ensure on-time delivery and successful customer outcomes.

Lead product strategy and execution for an Admin Agent and agentic identity. Define authentication, authorization, governance, and audit for agents. Drive build-vs-buy decisions, run full product lifecycle, collaborate with security and cross-functional teams, analyze customer and usage data, and deliver enterprise-grade agentic features.

Lead and scale an Enterprise/Strategic Customer Success team to drive adoption, retention, and expansion. Coach CSMs, align cross-functionally with Sales, Renewals, Product and Services, provide executive sponsorship for strategic accounts, and implement scalable processes and metrics to meet retention and growth targets.

Lead and coach a team of Technical Account Managers to drive complex integrations, platform adoption, and technical outcomes for mid-to-upper-market SaaS customers. Own data-driven customer narratives, scale TAM processes and playbooks, surface product feedback to Product & Engineering, and partner cross-functionally to deliver ROI and AI-powered feature adoption.

Serve as the primary technical contact for mid-to-upper-market customers, driving adoption of Highspot's platform and AI features. Provide hands-on technical guidance, integrations support (SSO, CRM, REST APIs), analyze platform analytics into business outcomes, lead customer meetings, partner with cross-functional teams, and identify product and process improvements to drive retention and expansion.

Drive full sales cycle for mid-market accounts: generate pipeline, qualify opportunities, demo, negotiate, and close deals. Partner with Customer Success, Sales Engineers, and others to drive value realization and expansions. Maintain accurate forecasts and CRM data, use MEDDPICC to qualify deals, and consistently meet or exceed ARR quota while building multi-threaded relationships across accounts.

Lead and manage a centralized product design team to deliver world-class enterprise UX. Drive research-informed design, prototypes, and pixel-perfect implementations. Partner with product and engineering, prioritize user scenarios, evolve UX vision, and advance AI-driven design processes and tooling across the organization.

Lead and manage end-to-end implementations of the Highspot SaaS platform: design solutions, create and execute project plans, train users, drive adoption, collaborate with account and engineering teams, and act as a trusted advisor to stakeholders.

Lead architecture and delivery of production agentic AI and generative systems for enterprise-scale sales enablement. Build retrieval, ranking, orchestration, evaluation, and observability infrastructure; drive model strategy, cost/latency tradeoffs, platform abstractions, and cross-team AI engineering adoption while ensuring reliability, security, and performance.

Lead design and implementation of a scalable data platform and pipelines (CDC, streaming, batch) to serve analytics, AI, and product features. Own data modeling, query optimization, data quality, schema contracts, observability, and cost governance. Coordinate producers and consumers, and technically lead and mentor a team of data engineers.

Manage end-to-end renewals for SMB and Commercial customers to maximize retention and identify expansion opportunities. Build relationships with stakeholders, collaborate with Sales, Customer Success, Revenue Ops and Finance, use CRM and usage data to forecast renewals, mitigate risk, negotiate renewals, and maintain accurate renewal reporting.

Serve as primary technical contact for mid-to-upper-market customers, provide product expertise and AI adoption guidance, interpret analytics into ROI, drive retention and expansion, coordinate cross-functional teams, and manage integrations and technical deliverables.

Act as primary technical liaison for strategic EMEA customers, providing product expertise, technical guidance, troubleshooting, and best-practice advice. Collaborate with CSMs, Account Managers, Support, Product, and Engineering to drive retention and growth, lead customer meetings, manage expectations and deliverables, and surface product improvement opportunities from customer feedback.