Sr. Customer Success Manager, ANZ

What You'll Do

RESPONSIBILITY 1: Customer Relationship Ownership
• 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.
RESPONSIBILITY 2: Strategic Account Planning
• 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.
RESPONSIBILITY 3: Technical Guidance & Solution Expertise
• 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.

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.