• 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