VP of Account Management at Highspot
Seattle, WA, US

Highspot is the sales enablement platform that reps love. We empower companies to elevate customer conversations that drive strategic growth.

 
Our intuitive sales enablement platform combines intelligent content management, training, contextual guidance, customer engagement, and actionable analytics—all in a product that reps love. Go-to-market teams use Highspot to deliver a unified buying experience that increases revenue, customer satisfaction, and retention.
 
Today, we’re a strategic partner for hundreds of customers worldwide, from Fortune 100 brands to emerging companies. Based in Seattle, with offices in London, Highspot is consistently recognized for our product innovation and workplace culture. 
 
About this Role
In this role, you will lead Highspot’s Account Management Team. This is a high impact and high visibility role in which you will design and execute the strategic vision for the Team.  You will lead a team of Account Managers as they partner with customers to ensure they fully realize the value of the Highspot solution. You will play a key role in retaining and growing customer and partner relationships, while driving the value of Highspot within the customer’s organization. 
 
What You’ll Do
  • Consistently meet or exceed core metrics such as renewals, expansion, churn, and contraction.  establishing Highspot as a world-class leader in SaaS ARR retention
  • Iterate upon and evolve our post-sales Account Management functions to support the explosive growth HIghspot has seen and will continue to experience for the foreseeable future.
  • Create evangelists by listening to customers closely and delighting them with our post-sale service.  Coach your team to do the same.
  • Wear the customer's shoes and represent the voice of the customer to influence internal stakeholders. Be the champion of the customer.
  • Work closely with Highspots Services Team to ensure the highest level of customer satisfaction 
  • Increase NPS and CLTV by working with our Services Team to enhance the customer journey and architect the customer engagement process to exceed customer service expectations and deliver business value to our customers.
  • Relentlessly pursue operational excellence to efficiently deliver exceptional service.
  • Rapidly build a world-class account management team, providing meaningful career paths for the organization. In addition, putting a premium on teaching the craft of account management.
  • Track record of framing organizational design around an ever-expanding global Account Management team
 
Your Background
  • A proven customer-facing professional with experience servicing enterprise and strategic accounts
  • 10+ years of Account Management or Customer Success experience
  • 5+ years of leadership in a VP Account Management, Customer Success, Chief Customer Officer or an equivalent role at $100M scale or higher
  • Demonstrated track record of running global account management or customer success, support, and services at scale for a SaaS provider, preferably working with customers ranging from a diverse customer set from SMB through Fortune 500 companies
  • Ability to communicate directly to the product and technical teams: share insights into root causes of customer discontent, advocate for features/functionality to eliminate churn, drive customer satisfaction
  • Proven strong executive leadership and decision making abilities
  • Strong communication skills, ability to articulate and sell a vision internally and externally
  • Strong execution skills and the ability to drive action and accountability
  • Proven track record of hiring, developing and managing world-class talent
  • Entrepreneurial spirit and mindset, a focus on possibilities and not obstacles
  • Proven ability to navigate ambiguity and change
  • Proven track record of defining and optimizing processes
  • Ability to travel as needed, approximately 30% (US and internationally)
 
Benefits
  • Full medical, dental, and vision benefits
  • Flexible work and vacation schedules
  • Transportation benefits
  • Competitive compensation and equity with uncapped commission
  • Fully-stocked kitchen with healthy snacks and drinks
  • Free catered Friday lunches
  • Team building outside of the office
  • Company bonding events throughout the year
  • Opportunities to attend trade shows, conferences, and industry events
  • Open and spacious office, based in the heart of Seattle
  • Great views of the city and Puget Sound
  • Meaningfully contribute to a compelling vision
  • Environment to do your best work
 
Equal Opportunity Statement
We aim to build an inclusive workforce. If you’re passionate about this role, but do not meet 100% of the qualifications listed above, we still encourage you to apply. 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.