Customer Success Manager, Enterprise

Highlight is an agile in-home product insights platform, with a focus on CPG innovation. Highlight sends curated discovery boxes to its engaged community, in exchange for feedback via their research-optimized app. Our platform boasts 90% survey completion rates, can get product in hands in days, and seamlessly collects qualitative feedback at scale. 

Highlight is a woman-owned, minority-owned startup that’s growing to work with innovation and insights teams at companies like P&G, Pepsi, Nestle, Mars, and more. Highlight has brought together a community of brands and consumers that are united in their mission to create better products for all, and democratized access to data for both emerging and enterprise brands.

Highlight is growing its Customer Success team and looking for another CSM to support project and account management across our growing enterprise client base.

Alongside other CSMs, this person will be responsible for growing existing relationships by both selling in and scoping more work + overseeing the execution of ongoing research projects. He or she will wear many hats - manage projects through the Highlight platform and mentor a small but growing support layer. He or she will report into the Head of Customer Success.

The ideal candidate will have strong project management and problem-solving skills, and be driven to create tools, best practices and methods that support process efficiency and the highest level of service for our Enterprise clients. Ability to adapt to changing priorities in an effort to meet multiple project timelines and client needs is a must.

This role comes with the freedom to explore different initiatives and methodologies for operational efficiencies and account growth, as Highlight continues to automate the product testing process. He or she would work across the organization alongside leaders in Sales and Product to identify and optimize the proper tools, features, and strategies to refine and optimize our research and ops processes. 

At Highlight, Embracing Each Others’ Differences is a core value of our organization. We recognize and appreciate the importance of creating an environment in which all employees feel valued, included, and empowered to do their best work and bring great ideas to the table.

Three months into the role, you’ll...

• have completed a full audit of Highlight's current account management tools and channels, and set up the appropriate tracking/reporting to ensure ongoing monitoring and optimization

• be working closely with our Head of Client Success to seamlessly transition clients from sale, to kickoff, to account maintenance and growth

• be working closely with our CEO and Head of Client Success to build an effective account management strategy, identifying and executing on methods to increase satisfaction and retention

Six months into the role, you’ll...

• have a clear understanding of high level company growth KPIs, and be driving the account retention and growth initiatives that ladder up accordingly

• be managing a sizable book of enterprise and emerging brand clients

• be collaborating cross-functionally, working with Product and Business Development to refine value proposition, messaging, and feature roadmap according to client needs

A year into the role, you’ll...

• have helped build predictable and measurable strategies and playbooks for retaining and increasing account size

• have established clear cross-functional responsibilities to ensure productive collaboration across our Business Development, Community, and Product teams

• be leading the charge on writing the project management playbook, experimenting with different solutions to ensure process efficiencies

• Have 3-5 years experience working as a CSM for a SaaS business

• Know how to foster and create a delightful client experience, and you handle the ups and downs of client services work with patience and enthusiasm

• Be very comfortable in Excel, driven to automate, create tools, best practices and methods that support process efficiency and the highest level of data quality for our clients

• Be motivated to design and maintain processes and best practices to ensure Enterprise accounts are manageable and projects are scalable

• Bring an analytic mindset and natural curiosity to all you do

• Be detail-oriented to ensure airtight operational execution

• Be a great communicator and consultant to our Enterprise clients

• Be flexible and agile in responding to evolving business priorities and embracing new roles and responsibilities

• Be self-motivated, detail-oriented, a problem-solver, and can work well in a self-directed, team-oriented environment

• Be eager to learn, committed to getting 1% better everyday and be open to feedback

• Be authorized to work in the United States

Nice to haves:

• Experience selling in and scoping work

• Experience executing sensory, physical product research 

• 1-2 years working in a startup environment or on lean teams with demonstrated achievement on delivering on growth metrics

• A keen eye for efficiency and the experience to know how and when to optimize internal processes with no-code automations and integrations

• Demonstrate passion for innovation, sparking new ideas and fostering new ways for brands and consumers to work together

You do not need to match every listed expectation to apply for this position. At Highlight, we know that diverse perspectives foster the innovation we need to be successful. We are committed to building a team that comes from a wide range of backgrounds - including but not limited to - race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status. If you’re someone who can think rigorously and isn’t afraid to challenge assumptions, join us.

• Health insurance (medical, dental, vision) with 100% premium covered

• Unlimited PTO

• 100% remote capability with preference for candidates in NYC and Los Angeles (And an amazing high-end office space in Hearst Tower located in Midtown Manhattan!)

• Flexible, remote WFH culture

• Visibility to CEO and Senior Leadership

Highlight is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Highlight.

How do you want to make your impact?