• Own the end-to-end renewal management process, maintaining visibility into renewal pipeline activity • Coordinate cross-functionally to reduce renewal risk and prevent revenue leakage • Ensure renewal workflows are initiated early and executed consistently across sales and support teams • Serve as the direct manager of the Business Analyst team • Provide leadership, coaching, and role clarity to ensure alignment with revenue and renewal priorities • Establish accountability standards and execution discipline within the Business Analyst function • Oversee and manage the Client Services Desk • Maintain operational system hygiene and data integrity • Manage third-party technology and system vendors • Oversee recurring and booked revenue reporting

• 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

Role Description We’re seeking a Customer Success Specialist to join Infra One’s global team, working remotely from the Philippines. You’ll ensure our institutional clients and fund managers receive world-class support and continuous value from our platform. You’ll collaborate with teams across operations, technology, and investment to deliver seamless onboarding, proactive account management, and scalable success outcomes. This is a high-visibility role within a growing international organization — ideal for someone who combines excellent communication skills, strong problem-solving ability, and a genuine passion for helping clients succeed. - Manage the client success lifecycle: onboarding, training, and long-term engagement. - Serve as the primary contact for clients (fund managers, partners, allocators), ensuring satisfaction and success. - Proactively monitor account health and address issues before they escalate. - Gather and share client feedback to improve our products and service delivery. - Maintain accurate client data and engagement metrics in CRM systems. - Collaborate with cross-functional teams across time zones to drive high-quality outcomes. - Consistently meet or exceed client retention and satisfaction KPIs. Qualifications - 2–4 years of experience in customer success, account management, or client services (B2B, SaaS, fintech, or financial services preferred). - Excellent English communication skills (near-native fluency) — both written and spoken. - Strong attention to detail, organization, and accountability. - Comfortable working remotely with global teams and clients across different time zones. - Proficient with CRM tools (e.g., HubSpot, Salesforce), spreadsheets, and reporting dashboards. - Proactive and resourceful — you anticipate client needs and find creative solutions. - Interest in finance, private markets, or investment operations is a plus. - Based in the Philippines, accustomed to remote collaboration in an international environment. Benefits - We offer a competitive monthly package of $2,000 - $2,500 USD, depending on experience and communication proficiency. - Join a mission-driven team building the infrastructure behind global private markets. - Fully remote role with flexible hours and strong international exposure. - Opportunity to work closely with fund managers, allocators, and investors worldwide. - Collaborative, high-performance, and trust-based culture. - Room to grow into senior customer success or operations roles as Infra One scales.

• Partner with Enterprise Account Executive and Solution Engineering teams to onboard, train, and proactively drive adoption with our Enterprise customers • Proactively build relationships with customers to achieve loyalty and advocacy within their organization • Collaborate cross-functionally with internal Datadog teams (sales, support, enablement, product, finance, and legal) • Own and project manage the on-boarding process for new customers • Become a trusted advisor to the client and partner in building a clear and concise plan to meet their business goals • Monitor and analyze usage trends to uncover renewal risks and identify opportunity for contract growth/optimization