Manager, Customer Success Management

15 hours ago

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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

• Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health for our highest-value segments. • Own the customer journey; drive KPIs including onboarding completion, time-to-value, scheduled meeting attendance, product adoption milestones, and health score (% in “green”). • Ensure CSMs deliver proactive, high-touch onboarding, adoption, and strategic engagement—including scheduling, delivery, documentation, follow-up, and post-call actions. • Drive strategies and programs that maximize customer lifetime value (CLTV) through proactive engagement, ongoing adoption initiatives, and long-term relationship management. • Develop and lead proactive out-reach programs that drive greater adoption of new add-on products and optimization of current customer implementations. • Monitor all customer onboarding and adoption progress in CRM/Freshdesk; identify trends, risks, and at-risk accounts for intervention. • Facilitate seamless cross-functional collaboration with: Implementation Advisors for quick basic account set-up. • AMs for CSQLs - CSM identify and refer qualified expansion opportunities. • TAMs for technical support escalation. • Product/Enablement/Training for feedback loops, process improvements, and feature insights. • Support team for priority Q&A. • Serve as escalation point for at-risk or blocked customers during onboarding/adoption phases, driving faster resolution and customer rescue strategies. • Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes; participate in building KPI dashboards. • Maintain regular team stand-ups, coaching sessions, and continuous enablement, developing both process excellence and team culture. • Ensure feedback from onboarding/adoption engagements is captured for continuous product, process, and customer experience improvement. • Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers. • Overseeing engagement and communication with enterprise accounts.

🎯 Requirements

• Bachelor’s degree or equivalent experience • 3+ years of experience leading customer facing, SaaS teams (CSM, onboarding or Account Management) • Proven delivery of onboarding, adoption, or customer health programs at scale (team of 12-15 preferred) • Dedicated people manager, you are passionate about mentoring, leading, and contributing to the professional development of your team. • Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training) • Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.) • Strong analytical, process-building, and program management skills (KPI and SOP ownership). • Demonstrated data driven approach to problem solving. • Track record of coaching, mentoring, and empowering high-performance teams • Excellent communication, collaboration, presentation and time-management skills • Proactive and inquisitive; not hesitant to seek clarification.