About the Role

This is a high-impact, high-visibility leadership role in the Customer Success and Services organization. You will lead a team of Technical Account Managers who serve as the primary product expert for our mid-to-upper-market customers - guiding them through complex integrations, driving platform adoption, and acting as trusted technical advisors throughout their journey with Highspot.

You'll partner closely with leaders across Customer Success, Paid Services, Sales, and Product & Engineering to define and execute the technical customer strategy. You'll also play a hands-on role in coaching your team, scaling processes, and ensuring customers realize the full value of our platform - including our growing suite of AI-powered capabilities.
Travel Expectations

Expect approximately 15% travel for on-site customer engagements, QBRs, and team collaboration.

What You'll Do

• Lead and develop a team of Technical Account Managers. Coach your team on technical depth, customer communication, and strategic account planning. Set and uphold high performance standards while building a culture where people do their best work.
• Drive technical customer outcomes. Ensure your team delivers proactive technical guidance and best-practice recommendations that help customers adopt and get value from the Highspot platform - including AI-powered features like intelligent content recommendations, MCP based workflows, and automation capabilities.
• Own the data story. Guide your team to leverage platform analytics (usage trends, adoption metrics, health scores)- and translate those insights into clear business outcomes and ROI narratives for customers and internal stakeholders.
• Scale the organization. Partner with your management team to design and implement organizational, process, and operational improvements as the TAM function grows. Define playbooks, escalation frameworks, and engagement models that drive consistency and efficiency.
• Synthesize customer insight. Aggregate technical themes and product feedback from across your team's portfolio to inform product roadmap decisions, feature refinement, and process improvements. Act as a credible voice of the customer with Product & Engineering.
• Partner across functions. Work as an effective ally to Customer Success, Sales, Support, and Product teams. Navigate differing priorities with a balanced, reasoned approach and make decisions that account for broader business context.
• Cultivate deep product and technical expertise. Maintain strong knowledge of the Highspot platform, its integrations, and the technical environments our customers operate in. Stay current on AI adoption patterns and modern SaaS architectures to guide your team effectively.

Your Background

• 4+ years of managing high-performing technical or customer-facing teams in a SaaS environment.
• 8+ years of experience in technical account management, solutions engineering, customer success engineering, or a similar client-facing technical role.
• 4+ years working with complex enterprise customers, including Fortune 2000 accounts.
• Proven track record of hiring, developing, and retaining strong technical talent.
• Experience guiding teams through enterprise change management and digital transformation initiatives - you understand what it takes to drive adoption across large, complex organizations.
• Familiarity with customer health metrics, adoption frameworks, and value realization methodologies (e.g., health scoring, maturity models, outcome-based success planning).
• Comfort with platform analytics and the ability to coach your team on turning usage data into meaningful business narratives.
• Working knowledge of AI-driven product features and the ability to guide your team on practical AI adoption with customers.
• Strong understanding of CRM platforms, SSO technologies (SAML, OIDC, SCIM), REST APIs, MCPs, and email deliverability.
• Clear, confident communicator who can articulate a vision internally and externally, and who builds trust with both technical teams and executive stakeholders.
• Proven ability to define and optimize processes, navigate ambiguity, and drive accountability.
• Strong cross-functional instincts. You make decisions that take broader perspectives into account.

This position is available either in-office or remote, as applicable, at the following locations:

Arizona - Remote

Arkansas - Remote

California - Remote

Connecticut - Remote

Florida - Remote

Georgia - Remote

Idaho - Remote

Illinois - Remote

Maryland - Remote

Massachusetts - Remote

Michigan - Remote

Minnesota - Remote

Missouri - Remote

Montana - Remote

Nevada - Remote

New Hampshire - Remote

New Jersey - Remote

New York - Remote

North Carolina - Remote

Ohio - Remote

Oregon - Remote

Pennsylvania - Remote

South Carolina - Remote

Tennessee - Remote

Texas - Remote

Utah - Remote

Virginia - Remote

Washington - Remote

Washington - Seattle

Washington, D.C. - Remote

Wisconsin - Remote

Base salary range: $146,000 - $220,000

The above represents total expected compensation for this role. Actual compensation will depend on various job-related factors, including, but not limited to, location, experience, and job qualifications.

Highspot also offers the following employee benefits for this position:
-Comprehensive medical, dental, vision, disability, and life benefits
-Health Savings Account (HSA) with employer contribution
-401(k) Matching with immediate vesting on employer match
-Flexible PTO
-8 paid holidays and 5 paid days for Annual Holiday Week
-Quarterly Recharge Fridays (paid days off for mental health recharge)
-18 weeks paid parental leave
-Access to Coaches and Therapists through Modern Health
-2 volunteer days per year
-Commuting benefits

#LI-JL1