Job Description

The Manager of Customer Success Management will lead a team of CSMs focused on delivering an exceptional onboarding and adoption experience for HighLevel's clients. This role involves driving key performance indicators, ensuring proactive customer engagement, and fostering long-term retention and value. The manager will also be responsible for team development, process optimization, and cross-functional collaboration.

Responsibilities

• Manage, coach, and develop a team of CSMs
• Drive KPIs including onboarding completion, time-to-value, and product adoption
• Deliver proactive, high-touch onboarding and adoption
• Maximize customer lifetime value
• Develop outreach programs for add-on products
• Monitor customer progress and identify at-risk accounts
• Collaborate with Implementation, AM, TAM, Product, and Training teams
• Escalate and resolve customer issues
• Build and optimize CSM SOPs and playbooks
• Maintain team stand-ups and coaching sessions
• Capture feedback for product and process improvement
• Oversee engagement with enterprise accounts

Requirements

• Bachelor’s degree or equivalent experience
• 3+ years of experience leading customer-facing SaaS teams
• Experience delivering onboarding, adoption, or customer health programs at scale
• People management experience with a passion for mentoring
• Experience with cross-functional collaboration
• Hands-on experience with CRM, CS, and workflow tools
• Strong analytical and process-building skills
• Data-driven problem-solving approach
• Excellent communication and time-management skills

Benefits

• No benefits