About Highspot
Highspot is a software product development company and a recognized global leader in the sales enablement category, leveraging cutting-edge AI and GenAI technologies at the core of its robust Software-as-a-Service (SaaS) platform. Highspot is revolutionizing how millions of individuals work worldwide. Through its AI-powered platform, Highspot drives enterprise transformation to empower sales teams through intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics. The Highspot platform delivers advanced features tailored to business needs, in a modern design that sales and marketing executives appreciate and is the #1 rated sales enablement platform on G2 Crowd.
While headquartered in Seattle, Highspot has expanded its footprint across America, Canada, the UK, Germany, Australia, and now India, solidifying its presence in the Asia Pacific markets.
About the Role
This is a high-impact and high-visibility role within the Customer Services team. You will work with customers to define and deliver Highspot solutions, driving adoption and ensuring they realize the full benefits of the platform. Furthermore, you will provide direct supervision and guidance to a team of Implementation Managers, supporting them in executing operational plans, meeting delivery schedules, and resolving problems.
Responsibilities
Lead and mentor a team of Implementation Managers while continuing to own strategic customer implementations as a player-coach, balancing delivery excellence with people leadership.
Define and execute implementation strategies for complex customer deployments, proactively managing risks, dependencies, and escalations.
Act as a trusted customer advisor, engaging with stakeholders at all levels, and ensuring customers get the most value from Highspot.
Design solutions in collaboration with customers, develop project plans, train users, resolve technical issues and ensure successful, on-time delivery and launch of Highspot solutions that meet customer needs.
Coach and develop team members by providing specific, balanced, and timely constructive feedback and ensuring access to appropriate development opportunities.
Drive operational excellence through consistent project governance, forecasting, resource planning, utilization management, project health reviews, and delivery operational rhythms.
Partner closely with Sales, Customer Success, Account Management, Professional Services, and Product teams to drive successful customer outcomes, support expansion opportunities, and influence product evolution.
Build trusted relationships with executive sponsors and customer stakeholders, proactively managing expectations and navigating complex organizational dynamics.
Required Qualifications
10+ years of experience in Professional Services, Enterprise Software Implementation, Consulting, Customer Success, Solution Delivery, or Sales Engineering, including 3–5 years of people management experience leading customer-facing teams.
Demonstrated success coaching, developing, and performance managing customer-facing implementation professionals.
Proven experience leading complex enterprise and strategic SaaS implementations involving multiple workstreams, executive stakeholders, integrations, and cross-functional teams.
Experience managing implementation methodologies, project governance, risk management, resource planning, and customer escalations.
Demonstrated ability to build trusted executive relationships and influence customer outcomes through consultative engagement.
Experience working in a SaaS environment and an ability to gain deep knowledge of product integration with other systems.
Excellent written and verbal communication skills, with the ability to effectively engage and support diverse groups, from executives to junior users.
Bachelor's degree is required (STEM field preferred).
Equal Opportunity Statement
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.
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