Customer Success Manager I

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September 26

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HighLevel

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SaaS • Marketing • B2B

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

201 - 500 employees

Founded 2018

☁️ SaaS

🤝 B2B

💰 Series A on 2021-11

📋 Description

• Conduct regular check-ins, quarterly business reviews, and account audits for high-value customers to assess needs, drive satisfaction, and ensure retention • Build and manage relationships with high-ticket customers by setting clear expectations, addressing challenges, and delivering tailored solutions • Lead and execute on-time client implementations while ensuring seamless onboarding and integration • Effectively communicate best practices, strategies, and product insights to clients and internal teams to optimise customer success • Act as a key liaison for customer feedback, translating business needs and product requirements into actionable solutions • Maintain close collaboration with internal teams to ensure alignment, streamline processes, and meet customer expectations • Configure, test, and validate customer accounts to confirm that products meet business needs and function as intended • Work cross-functionally within the Customer Success team to share knowledge and provide updates on customer engagements • Adapt quickly to product updates, feature releases, and changes, providing strategic communication to stakeholders • Identify missed opportunities within customer accounts, driving adoption and maximising value through proactive training and support • Consult with clients on priorities related to upcoming feature roadmaps and product enhancements • Proactively identify opportunities to improve processes, enhance revenue, and boost product efficiency • Demonstrate technical acumen by developing workable solutions aligned with customer goals • Resolve issues and risks through collaborative, cross-functional efforts • Stay up to date with product developments and deliver consistent education to customers • Take ownership of short-turnaround projects and deliver results under tight deadlines • Continuously improve customer relationship management processes to ensure optimal customer outcomes • Perform other duties as assigned in response to evolving business needs.

🎯 Requirements

• Spanish-speaking • Bachelor’s Degree or equivalent SaaS experience is strongly preferred • At least 5 years in a customer-facing and/or implementation role, preferably within a SaaS organization • Prior experience using HighLevel or other similar vertical solutions preferred • Proficiency in applications such as MS Office, Google Suite, Zoom, and Slack • Demonstrates excellent time management and organizational abilities • Exceptional interpersonal communication skills, both verbal and written • Self-motivated and proactive in maintaining regular communication with customers, management, and peers • Strong critical thinking, effective communication, and creative problem-solving skills • Skilled in managing sensitive customer issues with professionalism, tact, and diplomacy • Operates as a self-starter with a positive attitude and strong sense of ownership • Adept at multi-tasking and navigating ambiguity in a fast-paced, collaborative workplace • Highly organized and capable of balancing multiple responsibilities while meeting deadlines