Sr. Customer Success Manager, ANZ

About Highspot Highspot is pioneering the category that is fundamentally changing the way companies increase sales productivity. On a mission to transform the way millions of people work with sales enablement, Highspot is committed to building breakthrough software with a spark of magic. We believe a great place to work is about more than the work – it's about what the company stands for, and how it authentically represents its values in the real world. To this end, we have put intentional focus on creating equitable workspaces for each of our employees. Our goal is to create a culture where everyone feels a deep sense of belonging and is empowered to be an agent of change, with the ability to transform themselves, their workplace, and their world. About the Role We are looking for an experienced Customer Success Manager (CSM) with a technical background to join our International Post-Sales team and be a Sr. CSM in our growing Asia Pacific region. We are looking for someone who can operate in a fluid environment, going outside the bounds of the job description to ensure customers are getting the technical and operational support they need to recognize value from their Highspot investment. CSM's play a crucial role in ensuring customer satisfaction, retention, and ongoing success. Their primary focus is to build strong relationships with customers, understand their needs, and help them derive maximum value from the products or services offered by the company. They will deliver essential customer-facing milestones, including Mutual Success Plans, Solution Health Reviews and Strategic Business Reviews, while partnering with Sales for renewals and expansions. They will also proactively identify customers who are not seeing value and develop mitigation plans to resolve risk. 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 goal