Customer Success Manager I

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. As a profitable, disruptive, and fast-growing SaaS company, they caught the eye of many and recently raised $60M in funding. Headquartered in Dallas, Texas, many team members work for the company remotely from around the world while maintaining a strong company culture and work-life balance. Want to learn more? Check out our website: www.gohighlevel.com

Who You Are:

If you are looking for an opportunity to be collaborative and supportive, working cross functionally to provide the best experience possible and always putting the customer first. This role will help customers successfully adopt and retain our products/services and in turn, ensure they meet their business goals. This is achieved through regular check-in calls, business reviews, assessment of product-related customer needs, auditing accounts, troubleshooting issues, developing success plans and guiding them to completion and advocating for customer priorities with internal teams and stakeholders. 

As a Customer Success Manager, you will guide customers, ensuring they launch our HighLevel platform successfully, driving wide adoption, and are continually driving business value. In this role, you are continually focused on building strong relationships and helping our customers improve their business. 

To be successful as a Customer Success Manager with HighLevel, you will be hyper vigilant, confident, efficient, energetic, positive and optimistic while navigating high-demand “virtual” customers and team members. At HighLevel, we require our team members to be on camera for all customer, peer and manager/leader interactions. 

What You’ll Be Doing:

Conduct regular check-ins, quarterly business reviews, and account audits for high-value customers to assess needs, drive satisfaction, and ensure retention

Build and manage relationships with high-ticket customers by setting clear expectations, addressing challenges, and delivering tailored solutions.

Lead and execute on-time client implementations while ensuring seamless onboarding and integration.

Effectively communicate best practices, strategies, and product insights to clients and internal teams to optimise customer success.

Act as a key liaison for customer feedback, translating business needs and product requirements into actionable solutions.

Maintain close collaboration with internal teams to ensure alignment, streamline processes, and meet customer expectations.

Configure test, and validate customer accounts to confirm that products meet business needs and function as intended.

Work cross-functionally within the Customer Success team to share knowledge, provide updates on customer engagements, and ensure smooth customer experiences.

Adapt quickly to product updates, feature releases, and changes, providing strategic communication to stakeholders.

Identify missed opportunities within customer accounts, driving adoption and maximising value through proactive training and support.

Consult with clients on priorities related to upcoming feature roadmaps and product enhancements

Proactively identify opportunities to improve processes, enhance revenue, and boost product efficiency.

Demonstrate technical acumen by developing workable solutions aligned with customer goals

Resolve issues and risks through collaborative, cross-functional efforts.

Stay up to date with product developments, maintain expertise in features and functionality, and deliver consistent education to customers

Exhibit a team-oriented attitude and a strong passion for customer success.

Take ownership of short-turnaround projects and deliver results under tight deadlines

Continuously improve customer relationship management processes to ensure optimal customer outcomes

Perform other duties as assigned in response to evolving business needs.

What You’ll Bring: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Experience/Education/Certifications Required:

Bachelor’s Degree or equivalent SaaS experience is strongly preferred. At least 5 years in a customer-facing and/or implementation role, preferably within a SaaS organization

Prior experience using HighLevel or other similar vertical solutions preferred. 

Proficiency in applications such as MS Office, Google Suite, Zoom, and Slack is strongly preferred

Demonstartes excellent time management, organizational abilities, and exceptional interpersonal communication skills, both verbal and written

Self - Motivated and proactive in maintaining regular communication with customers, management, and peers to ensure alignment and progress.

Exihibits strong critical thinking, effective communication, and creative problem-solving skills to address challenges and deliver solutions.

Skilled in managing sensitive customer issues with professionalism, tact, and diplomacy

Operates as a self-starter with a positive attitude, a strong sense of ownership, and a commitment to personal and professional growth within a dynamic team environment.

Adept at multi-tasking and navigating ambiguity in a fast-paced, collaborative workplace, ensuring priorities are managed effectively

Highly organized and capable of balancing multiple responsibilities while meeting deadlines and maintaining attention to detail.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organisation 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 excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.