Manager - Customer Success - Remote at HighLevel

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. Our goal as a business is to create a sustainable, powerful, “all things marketing” operating system that creates limitless opportunities for our customers. With over 20,000 customers, we need people like YOU to help us grow and scale even further in the coming years. We currently have 500+ employees worldwide, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and, above all, encourage a healthy work-life balance for our employees wherever they call home!

Who You Are:

The Manager of Customer Success is responsible for leading and inspiring the Customer Success team. The Manager of Customer Success is the key champion for ensuring HighLevel customers’ end-to-end lifecycle experience is exceptional. The goal is to maximize customer lifetime value through retention and own the “voice of customer” as part of HighLevel’s overall customers for life vision. The manager of Customer Success will be focused on ensuring the highest levels of customer success and end-user adoption as measured by retention, renewals and CLTV, and advocacy of HighLevel’s product and services. The Manager of Customer Success is a central role raising the voice of customer to a roar within HighLevel utilizing internal “HealDesk"; processes and communications

Essential Functions:

● Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture.

● Accomplishes customer success human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

● Help to develop a proactive approach to customer success by defining customer churn risk criteria

● Develop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementations

● Facilitate industry-leading “voice of the customer” processes including feedback channels and continuous improvement methods to enhance customer experience.

● Drive business improvements based on customer feedback

● Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement

● Devise a customer contact methodology to monitor and improve renewal/retention rates

● Interpret data that translates into action to improve the team.

● Can include managing or engagement with enterprise accounts

● Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities

● Coach team on customer success best practices and training

● Provide continuous knowledge growth opportunities for Highlevel features and products

● Collaborate with cross-functional teams to ensure visibility and alignment

● Work with Product to prioritize customer features and requests

● Managing customer complaints, CSAT results and relationships to assure customers satisfaction.

● Facilitate proper delegation to team members in the proper roles.

● Building SOPs, Playbooks and KPIs for Team and Department and report on KPI achievement

● Build out a road map for successful implementations and ongoing support of this process and product engagement for team

● Serve as an escalation point for critical recruiting issue resolution

● Serve as an escalation point for at risk customers to promote product and resources that will help them be successful

● Collaborate with product team by providing status updates and customer feedback

● Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers

● Continued optimization of current process and future ideals

Experience/Education/Certifications Required:

● Associate / Bachelors degree or equivalent experience

● 4+ Years in management

● SaaS software experience

● Several years running technical customer-facing teams.

● Experience in managing a team of over 20+

● Project management skills

● Leading a results driven team

● People manager at heart, you love mentoring, leading and contributing to the professional development of those around you

● Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role

● The ability to build and maintain relationships internally with team and with customers

● Excellent listening, presentation and communication skills at all levels

● The ability to partner with customers and team members in developing their strategic direction

● The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success

● Strong customer facing communication skills

● Demonstrated data driven approach to problem solving

● Must be a go-getter and not afraid to ask questions

● Must have basic computer and excel skills

● Fluent in English.

● Demonstrated verbal and written communication skills.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.