Manager, Customer Success Management

TL;DR

Manager, Customer Success Management: Leading a team of CSMs to ensure exceptional 0-90 day onboarding and adoption for clients, focusing on rapid time-to-value and strong initial product adoption. Focus on maximizing customer lifetime value through proactive engagement, optimizing onboarding playbooks, and driving cross-functional collaboration.

Location: Remote (United States)

Company

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.

What you will do

• Lead, coach, and develop a team of CSMs focused on client onboarding, adoption, and retention for highest-value segments.
• Own the customer journey, driving KPIs for onboarding completion, time-to-value, product adoption, and customer health.
• Develop and implement strategies to maximize customer lifetime value through proactive engagement and ongoing adoption initiatives.
• Monitor customer progress in CRM/Freshdesk, identify risks, and serve as an escalation point for at-risk accounts, driving resolution strategies.
• Facilitate seamless cross-functional collaboration with Implementation, Account Management, TAMs, Product, Enablement, Training, and Support teams.
• Build, optimize, and report on CSM standard operating procedures, onboarding playbooks, and adoption processes, including KPI dashboards.

Requirements

• Bachelor’s degree or equivalent experience.
• 3+ years of experience leading customer-facing, SaaS teams (CSM, onboarding or Account Management).
• Proven delivery of onboarding, adoption, or customer health programs at scale.
• Dedicated people manager with a passion for mentoring and professional development.
• Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training).
• Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau).
• Strong analytical, process-building, and program management skills (KPI and SOP ownership).

Culture & Benefits

• Global, remote-first environment with over 1,500 team members across 15+ countries.
• Cultivates a culture where innovation thrives, ideas are celebrated, and people come first.