Manager, Customer Success Management at HighLevel

About Us HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users  with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames. Our People With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Our Impact As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. Learn more about us on our YouTube Channel or Blog Posts Who You Are As Manager of Customer Success Management, you will lead a team of CSMs who collectively own a portfolio of accounts, drive retention, and focus on expansion and adoption of key products. Your mission is to ensure customers achieve rapid time-to-value, strong initial product adoption, and outstanding onboarding satisfaction, while building a foundation for long-term retention and value. What You’ll Do: • 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. • Key Success Metrics • Onboarding completion % (within goal timeframe) • Product adoption & milestone attainment rates (within 90 days) • Customer health: % of accounts in “green”Show/no-show rate on scheduled CSM calls • CSAT/NPS on onboarding/adoption experience • Volume and quality of CSQLs referred to AMs • Engagement rates • Escalation/rescue response and success rates • (KPIs for this role may evolve over time based on business needs and strategic priorities) What You’ll Bring • Bachelor’s degree or equivalent experience • 7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management) • 3+ years experience managing and leading technical, customer-facing teams of 12+ individuals. • 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. Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. #LI-Remote #LI-KN1