HighLevelHighLevel

Manager, Customer Success Management

Added 5 days ago

About us ** HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.
To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.
Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.

Our people
With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.

Our impact
**Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that.

Who You Are

As Manager of Customer Success Management, you will build and lead a team of CSMs, establishing strong relationship management practices and scalable Customer Success methodologies. You will drive rapid time-to-value, product adoption, and onboarding excellence while developing the frameworks and capabilities that enable long-term retention and growth across the customer base.

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”

  • 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.

Bonus If You Have

  • Experience coaching CSM teams to successfully support customers transitioning from HubSpot or similar platforms

  • Familiarity with CRM and marketing automation tools (e.g., HubSpot, Mailchimp, ActiveCampaign, Salesforce) and how they support customer lifecycle management, onboarding, and growth

EEO Statement:

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.

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