Manager, Customer Success Management

HighLevel is an AI-powered, all-in-one white-label sales & marketing platform. The Manager, Customer Success Management role involves building and leading a team of CSMs, establishing strong relationship management practices, and driving rapid time-to-value and product adoption. Key responsibilities include managing CSMs, owning the customer journey, driving KPIs, and developing proactive outreach programs to maximize customer lifetime value.

Requirements

• Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health
• Own the customer journey; drive KPIs including onboarding completion, time-to-value, scheduled meeting attendance, product adoption milestones, and health score
• 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, AMs, TAMs, product/enabling/training teams, and support teams

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Relocation Assistance
• Visa Sponsorship