Head of Customer Success- Remote

12+ years of experience leading high-performing Customer Success or post-sales organizations in a SaaS environment, with proven success at scale. 7+ years of direct client management experience with enterprise-level customers. Demonstrated ability to design, build, and scale global organizations and processes. Track record of owning retention, growth, and customer satisfaction metrics across a large customer base. Proven executive leadership and decision-making capabilities with strong operational rigor. Strong communication and storytelling skills, with the ability to influence internal stakeholders and engage externally with C-level executives. Deep familiarity with SaaS businesses, including metrics, challenges, and lifecycle dynamics. Experience working cross-functionally with Product, Sales, Services, and Marketing. Successful history of hiring, developing, and retaining world-class talent. Strong technical and product acumen, with the ability to translate customer needs into product strategy. Experience with enterprise SaaS technologies (CMS/DMS, CRM platforms such as Salesforce/Dynamics 365). Entrepreneurial mindset, adaptable to change, with a focus on solutions and opportunities. Proven track record of defining and optimizing customer success processes to drive scale and impact.

Ensure consistent, high-quality customer engagement throughout their lifecycle. Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion. Provide executive sponsorship for strategic accounts and act as a trusted advisor to C-level customer stakeholders. Develop and maintain deep knowledge of the platform and its integrations. Ensure the CSM organization provides best practices, training, and guidance. Champion product expertise as a team differentiator. Hire, coach, and develop top talent within the CSM organization. Set and uphold high performance and engagement standards. Cultivate a culture embodying Highspot’s guiding principles. Partner with Product leadership to channel customer insights into product strategy. Work with Marketing and Sales to align on customer advocacy and expansion opportunities. Collaborate with Operations and Analytics for data-driven decision-making. Build and inspire a Customer Success organization that sets the standard for excellence. Implement scalable processes, tools, and metrics for efficiency and predictable outcomes. Develop leadership bench within the CSM org for succession planning.