• 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.

• Own and manage a portfolio of high-touch, high-value, enterprise accounts, ensuring that customers achieve their desired business outcomes through proactive engagement. • Partner with customers and executive stakeholders to understand critical goals, challenges, and key performance indicators. • Partner cross-departmentally to advocate and act as the voice of the customer internally. • Drive adoption and retention efforts by working closely with customers to identify success metrics and build strategic plans aligned with their business goals. • Foster trusted relationships with key decision makers by delivering expert recommendations on best practices, workflows, and technical solutions. • Establish and manage Centers of Excellence within customer organizations, fostering collaboration across multiple stakeholder groups to ensure alignment and drive enterprise-wide success. • Lead recurring business reviews with customer stakeholders and executives to track progress against their goals, discuss future vision planning, and highlight additional opportunities for growth and value. • Leverage in-depth knowledge of the Apple ecosystem and Jamf’s solutions to guide customers on optimal deployment and adoption strategies to maximize their value and ensure successful outcomes. Analyze customer health metrics and implement risk mitigation strategies to help retain and grow a book of business, ensuring continued engagement and investment into Jamf. • Promote growth opportunities by identifying and facilitating upsell or expansion conversations within your accounts, in collaboration and alignment with your account sales representatives. Demonstrate relentless commitment as a customer advocate by promoting customer needs/issues cross-departmentally. Drive engagement with customer stakeholders to track and record progress on their goals and value metrics. • Demonstrate relentless commitment as a customer advocate by promoting customer needs/issues cross-departmentally. Drive engagement with customer stakeholders to track and record progress on their goals and value metrics.

• Drive the organization's strategy and tactical execution, aligning customer conversations to their cybersecurity and risk management objectives. • Act as a trusted advisor and subject matter expert in the SecurityScorecard platform and cybersecurity risk domains. • Drive retention and expansion within your account portfolio, including accurate forecasting and close collaboration with internal sales teams. • Identify opportunities to increase customer value through platform adoption, new use cases, and expanded engagement. • Collaborate with CS and Sales leadership to improve the customer journey and refine tools, templates, and best practices. • Share insights and solutions with peers to tackle new customer challenges and drive collective team success. • Represent the voice of the customer in product feedback and service delivery discussions. • Build and nurture relationships across the entire client organization, from daily users to C-suite, in 1:1 and group settings, facilitating executive-level connections to foster account growth.

• Assist the team in post-sales activities, working with users who become customers to maximize the value they get from the product. • Maintain customer relationships to increase opportunities for revenue expansion. • Assist with department tasks and projects, collaborating with the team to achieve established goals. • Perform activities related to your field of study, such as data analysis, report preparation, or support with administrative processes. • Participate in company-provided trainings and workshops to gain knowledge and practical skills relevant to your career. • Assist in organizing documents and preparing reports, ensuring the accuracy and integrity of information. • Collaborate with different departments and teams, maintaining clear and effective communication to ensure proper coordination of activities.