Senior Director, Revenue Operations - Remote

About HighspotHighspot 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 RoleWe see you as having a breadth and depth of Revenue Operations (full-funnel and full customer life cycle) experience, with a focus on Sales Operations, Customer Success Operations, and Renewal Operations.  In our Revenue Operations team, all of us wear multiple hats, and we wouldn’t have it any other way. That’s what makes Revenue Operations so much fun!  And, besides, it’s necessary to continue to build the foundation for, and to scale, the company.  While this role must be capable of executing tactically (roll up your sleeves and dive right in!), this role is considered highly strategic, through which several functions of the company intersect:  Sales, Customer Success, Marketing, and Finance.You will report into the VP of Revenue Operations. 

What You’ll Do

• Sales Operations:  It’s all about efficiency and effectiveness.  We want our sellers selling and closing.  Some of the things this role will do in collaboration with your peers in Revenue Operations include:
• Complex analytics and reporting, including leading the company effort regarding selection of foundational business metrics and consequent updating of data
• Drive quality, accuracy and process in planning, territory assignments, onboarding, offboarding, and forecasting and reporting
• Be a business partner to the GTM Platforms team, including being a super user of CPQ and SFDC, helping to optimize the tech stack
Customer Success Strategy and Planning:  
• Work with Customer Success leadership and your peers in Revenue Operations to develop strategy and orchestrate the planning process.  Assist in developing and administering our programs, including proactively identifying program elements that enable each function within the Customer Success team to build awareness, generate qualified leads, generate incremental growth, drive customer satisfaction and loyalty, and maximize program impact. 
Forecasting, Reporting, and Territory:
• Develop processes and playbooks related to the expansion and renewal motions – including the renewal risk, upsell, cross sell, adoption, and churn
• Responsible for the availability and accuracy of all information related to expansion and renewals pipeline, opportunities, and any related reporting or dashboards
• Monitor customer onboarding program, tracking progress to ensure our Customers are onboarded effectively and efficiently
• Ensure territory assignment to CSMs and Account Managers is promptly and accurately completed
Process, Systems and Tools: 
• In collaboration with your Revenue Operations Platform team, develop and optimize playbooks and processes, and scope the infrastructure to efficiently operate the Customer Success organization.
• Document business requirements for new tools, conduct due diligence, and assist in implementation and maintenance of the CS Tech Stack (experience with Gainsight or Churnzero would be beneficial). 

Your Background

• 15+ years’ experience in advanced operations roles -- Sales, Renewals, Customer Success, and Marketing -- implementing analytics and driving operational excellence in a SaaS company
• A bona fide super user of Salesforce, Gainsight/ChurnZero, preferably as admins and certified, with the intellectual curiosity and ability to learn other tools to support the GTM team
• Exceptionally strong analytical skills (super user of excel is mandatory) and can accurately summarize and present complex principles to a variety of internal and external audiences, including executive audiences
• A change agent – thinking strategically and executing tactically -- with a dynamic style and ability to influence people/persuade at all levels of the organization
• Strong ability to collaborate across all functions – Sales, Customer Success, Marketing, and Finance. 
• Enjoy working in a fast-paced and transparent environment where employees are encouraged to be genuine and direct
• Will bring a “work hard, get stuff done” attitude to this energetic and fast-paced company where people genuinely enjoy both the work they do and the people with whom they work

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