Senior Customer Success Manager responsible for owning strategic APAC customer relationships, driving adoption and renewals, executing mutual success plans and reviews, coordinating cross-functional teams, guiding technical integrations (CRM, SSO, APIs), troubleshooting product issues, and translating customer needs into product insights to reduce churn and enable expansion.
About Highspot
Highspot is pioneering the category that is fundamentally changing the way companies increase sales productivity. On a mission to transform the way millions of people work with sales enablement, Highspot is committed to building breakthrough software with a spark of magic. We believe a great place to work is about more than the work – it’s about what the company stands for, and how it authentically represents its values in the real world. To this end, we have put intentional focus on creating equitable workspaces for each of our employees. Our goal is to create a culture where everyone feels a deep sense of belonging and is empowered to be an agent of change, with the ability to transform themselves, their workplace, and their world.
About the Role
We are looking for an experienced Customer Success Manager (CSM) with a technical background to join our International Post-Sales team and be a Sr. CSM in our growing Asia Pacific region. We are looking for someone who can operate in a fluid environment, going outside the bounds of the job description to ensure customers are getting the technical and operational support they need to recognize value from their Highspot investment.
CSM’s play a crucial role in ensuring customer satisfaction, retention, and ongoing success. Their primary focus is to build strong relationships with customers, understand their needs, and help them derive maximum value from the products or services offered by the company.
They will deliver essential customer-facing milestones, including Mutual Success Plans, Solution Health Reviews and Strategic Business Reviews, while partnering with Sales for renewals and expansions. They will also proactively identify customers who are not seeing value and develop mitigation plans to resolve risk.
What You'll Do
- Serve as the primary relationship owner and trusted advisor for a portfolio of APAC customers.
- Deeply understand your customers’ business goals, enabling you to identify opportunities for expanded value and deeper engagement.
- Manage relationships with key stakeholders across Enablement, Sales, Marketing, Operations, Finance, and IT at all organizational levels (ATL, OTL, BTL).
- Lead and deliver critical customer milestones, including Mutual Success Plans, Solution Health Reviews, and Strategic Business Reviews.
- Ensure renewal success, identify expansion opportunities, and mitigate churn risk.
- Collaborate with customers to create and execute mutual success plans aligned to business outcomes.
- Analyze your portfolio to identify risks, opportunities, and priorities for maximum impact.
- Drive customer adoption and engagement to ensure tangible ROI and platform advocacy.
- Coordinate with internal teams, including Deployment Consultants, TAMs, Support, and Professional Services, to optimize solutions and resolve challenges.
- Help customers mature their enablement programs, translating business goals into measurable success outcomes.
- Act as a product expert, providing customers with technical guidance, best practices, and solution advice tailored to their environment
- Partner closely with technical stakeholders to support integrations (CRM, SSO, APIs) and optimize platform performance.
- Proactively identify and troubleshoot technical challenges, ensuring timely and effective resolutions in collaboration with Product & Engineering.
- Translate customer feedback into actionable insights for internal teams to drive product enhancements and feature improvements.
- Support deployment and configuration discussions to help customers operationalize Highspot effectively within their tech ecosystem.
- Own the customers’ execution plan, helping them turn their success plan into an actionable change within their platform that drives incremental value over time.
- Demonstrate your acumen for innovation by identifying opportunities for product enhancement, feature refinement, and process optimization, guided by valuable customer feedback.
- Manage customer expectations and deliverables through effective communication and stakeholder management.
RESPONSIBILITY 1: Customer Relationship Ownership
RESPONSIBILITY 2: Strategic Account Planning
RESPONSIBILITY 3: Technical Guidance & Solution Expertise
Your Background
- 3+ years of experience in Customer Success, preferably with a background in a technical role or a similar post-sales role in SaaS or enterprise software.
- Proven track record of managing and growing strategic customer relationships and driving measurable business outcomes.
- Strong technical aptitude and ability to quickly learn and troubleshoot complex systems and integrations.
- Excellent communication and presentation skills, with the ability to synthesize complex ideas for both technical and non-technical audiences.
- Strong project management skills to coordinate multi-stakeholder engagements and execute success plans.
- Skilled in consulting with executive and technical stakeholders alike, aligning product capabilities to business objectives.
- Ability to thrive in ambiguity, create structure, and drive clarity in a fast-moving, global environment.
- A collaborator at heart, you bring integrity, curiosity, and a solution-oriented mindset to every customer interaction.
- Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
#LI-LH1
Benefits
Competitive compensation
Flexible Leave Balance
Quarterly Recharge Fridays (paid days off for mental health recharge)
Holiday week off between Christmas and New Year
Company social events throughout the year
Meaningfully contribute to a compelling vision
Eligibility Checks
We carry out various eligibility and background checks as part of our recruiting process, including employment history, education verification and criminal records check. If you require further information let us know.
Equal Opportunity Statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button.
Highspot Sydney, New South Wales, AUS Office
Suite 1, Level 11 66 Goulburn Street, Sydney, Australia, 2000
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