Highspot

• Serve as the face and voice of Highspot to customers in your portfolio and as “the buck stops with you” owner of those customer relationships internally at Highspot • Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement • Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement • Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships • Collaborate with customers to develop a mutual value plan • Analyze your portfolio, identify risks and opportunities, and prioritize for impact • Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to “get to green churn risk” • You will be responsible for identifying expansion opportunities, which you will pass on to the Account Management team • Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges • Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain • Drive product adoption and ongoing usage of Highspot with a focus on making Highspot an essential platform for the customer while promoting customer satisfaction and advocacy • Identify opportunities to sell add-on services in support of achieving customer goals • Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams

• Own Commercial Renewals: Lead the end-to-end renewal strategy for a portfolio of Enterprise and Strategic customers, driving predictable retention and long-term customer value. • Build Executive Relationships: Develop trusted relationships with executive stakeholders and align commercial conversations to customer business priorities and outcomes. • Drive Growth: Identify and progress expansion opportunities by partnering with Sales and Customer Success teams. • Lead Commercial Negotiations: Own pricing, commercial terms, and contract negotiations to achieve successful renewal outcomes. • Develop Account Strategies: Partner with Sales and Customer Success to create commercial account plans that support renewal success, executive engagement, and future growth. • Manage Commercial Risk: Proactively identify commercial risks, develop mitigation plans, and coordinate cross-functional teams to remove blockers. • Deliver Forecast Excellence: Maintain accurate renewals forecasts and CRM hygiene, providing leadership with clear insight into risks and opportunities. • Use Data to Drive Decisions: Leverage customer insights, product usage, and commercial metrics to prioritize opportunities and improve portfolio performance. • Improve the Business: Contribute to scalable processes, operational excellence, and best practices that enhance the customer experience and drive business growth.

• Drive Customer Value & Growth • Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle. • Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base. • Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes. • Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders. • Cultivate Deep Product Expertise • Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments. • Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption. • Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level. • Foster a High-Performance Culture • Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team. • Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness. • Set and uphold high performance and engagement standards, balancing accountability with empathy. • Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.” • Drive Commercial Impact & Retention • Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio. • Drive adoption of MEDDPICC sales methodology. • Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers. • Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership. • Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed. • Collaborate Cross-Functionally • Partner with Product leadership to channel customer insights into product strategy and innovation. • Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities. • Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function. • Lead & Scale the Organization • Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts. • Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes. • Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.

• Lead and develop a team of Technical Account Managers. Coach your team on technical depth, customer communication, and strategic account planning. Set and uphold high performance standards while building a culture where people do their best work. • Drive technical customer outcomes. Ensure your team delivers proactive technical guidance and best-practice recommendations that help customers adopt and get value from the Highspot platform - including AI-powered features like intelligent content recommendations, MCP based workflows, and automation capabilities. • Own the data story. Guide your team to leverage platform analytics (usage trends, adoption metrics, health scores)- and translate those insights into clear business outcomes and ROI narratives for customers and internal stakeholders. • Scale the organization. Partner with your management team to design and implement organizational, process, and operational improvements as the TAM function grows. Define playbooks, escalation frameworks, and engagement models that drive consistency and efficiency. • Synthesize customer insight. Aggregate technical themes and product feedback from across your team’s portfolio to inform product roadmap decisions, feature refinement, and process improvements. Act as a credible voice of the customer with Product & Engineering. • Partner across functions. Work as an effective ally to Customer Success, Sales, Support, and Product teams. Navigate differing priorities with a balanced, reasoned approach and make decisions that account for broader business context. • Cultivate deep product and technical expertise. Maintain strong knowledge of the Highspot platform, its integrations, and the technical environments our customers operate in. Stay current on AI adoption patterns and modern SaaS architectures to guide your team effectively.

• Become one of our foremost product experts, with deep knowledge across the Highspot platform and its integrations. • Serve as the primary technical point of contact for mid to upper market customers, understanding their business goals, technical environments, and adoption challenges. • Provide proactive technical guidance and best-practice recommendations, including how to leverage AI-powered features and workflows, as well as automation capabilities. • Help customers interpret platform analytics - usage trends, adoption metrics, and health scores - and translate those insights into clear business outcomes and ROI narratives. • Partner closely with CSMs, Account Executives, Implementation Managers, Support, and Product & Engineering to drive customer retention and expansion. • Lead regular customer meetings with progress updates, strategic counsel, and actionable next steps. • Identify opportunities for product enhancement and process improvement based on customer feedback and usage patterns. • Manage customer expectations and deliverables through clear communication and stakeholder alignment.

• Become one of our foremost product experts, with deep knowledge across the Highspot platform and its integrations. • Serve as the primary technical point of contact for mid to upper market customers, understanding their business goals, technical environments, and adoption challenges. • Provide proactive technical guidance and best-practice recommendations, including how to leverage AI-powered features and workflows, as well as automation capabilities. • Help customers interpret platform analytics - usage trends, adoption metrics, and health scores - and translate those insights into clear business outcomes and ROI narratives. • Partner closely with CSMs, Account Executives, Implementation Managers, Support, and Product & Engineering to drive customer retention and expansion. • Lead regular customer meetings with progress updates, strategic counsel, and actionable next steps. • Identify opportunities for product enhancement and process improvement based on customer feedback and usage patterns. • Manage customer expectations and deliverables through clear communication and stakeholder alignment.

• Develop, manage, and close a pipeline of qualified, often early-stage leads to achieve and exceed individual software quota targets. • Own the full sales cycle—from initial outreach, qualification, discovery, demo, proposal, to negotiation and close—while consistently driving new ARR. • Build deep account insights to identify pain points, goals, and expansion opportunities within existing customer organizations. • Partner closely with Customer Success, Services, Sales Engineers, and Account Development teams to ensure value realization and to uncover additional revenue pathways. • Meet regularly with customers and prospects, providing value at every interaction while managing both net-new and expansion motions. • Drive and execute expansion discussions and agreements while maintaining high customer satisfaction. • Maintain accurate account, opportunity, and forecast data within Salesforce and other internal forecasting tools. • Quickly learn new products and clearly communicate differentiated value propositions to executives and key stakeholders. • Develop strong, multi-threaded relationships with decision makers, influencers, and partners across assigned accounts. • Understand and document customer goals, decision-making processes, budgets, and timelines to support both new business and expansion opportunities. • Contribute positively to a collaborative team environment grounded in guiding principles and Diversity, Equity & Inclusion.

• Explain how our solutions work and the value they provide • Support our sales team with Deal Planning and Discovery • Tailor solution presentations to prospect and customer use cases • Lead the response to RFPs and Infosec questionnaires • Manage and deliver POCs • Use active listening and objection handling skills to turn objections into conversations • Facilitate workshops to help prospects see the value of enablement • Be the technical expert in the SalesTech/Martech ecosystem

• Explain how our solutions work, why people need them, the value they will provide, where they can take revenue organizations - using engaging presentations, demonstrations, whiteboards and workshops • Use your excellent skills in Deal Planning and Discovery to support our sales team to progress opportunities • Use your excellent demonstration skills to tailor solution presentations to prospect and customer use cases • Persuasively lead the response to RFPs and Infosec questionnaires • Manage and deliver POCs • Use your active listening and objection handling skills to turn questions and objections into conversations • Be proactive in solution advice • Facilitate workshops to help our prospects see the value of enablement and the Highspot platform • Be the technical expert in the SalesTech/Martech ecosystem, including CRM, SSO, Data Lakes, API etc., helping customers understand how Highspot compliments their existing sales/marketing technology portfolio