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HighLevel · 7 hours ago

Manager, Customer Success Management

United States

Full-time

Remote

Senior Level

$94K/yr - $125K/yr

7+ years exp

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. As Manager of Customer Success Management, you will lead a team of CSMs focused on onboarding, adoption, retention, and client health, ensuring customers achieve rapid time-to-value and strong initial product adoption.

AdvertisingCRME-Commerce PlatformsMarketing

Responsibilities

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

Qualification

Customer Success ManagementSaaS experienceTeam leadershipCRM toolsAnalytical skillsCross-functional collaborationCoachingMentoringCommunication skillsTime managementProblem solving