Manager, Customer Success Management

4 hours, 3 minutes ago
Full-time
Lead
Customer and Technical Support
HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised

Description

  • Directly manage, coach, and develop a team of CSMs supporting onboarding, adoption, retention, and customer health for highest-value segments.
  • Own the customer journey and drive key success metrics such as onboarding completion, time-to-value, product adoption milestones, scheduled meeting attendance, and health scores.
  • Ensure CSMs deliver proactive, high-touch onboarding, adoption, and strategic customer engagement, including scheduling, delivery, documentation, follow-up, and post-call actions.
  • Design and lead proactive outreach programs that increase adoption of add-on products and improve current customer implementations.
  • Monitor onboarding and adoption progress in CRM/Freshdesk, identify trends and risks, and intervene on at-risk accounts.
  • Serve as the escalation point for blocked or at-risk customers during onboarding and adoption, driving faster resolution and rescue strategies.
  • Collaborate cross-functionally with Implementation Advisors, Account Managers, TAMs, Product, Enablement, Training, and Support to resolve issues and improve processes.
  • Build, optimize, and report on CSM SOPs, onboarding playbooks, adoption processes, and KPI dashboards.
  • Run regular team stand-ups, coaching sessions, and enablement activities to strengthen team performance and culture.
  • Capture feedback from onboarding and adoption engagements to support continuous product, process, and customer experience improvements.

Requirements

  • Bachelor’s degree or equivalent experience.
  • 7+ years of experience leading customer-facing SaaS teams such as CSM, Onboarding, or Account Management.
  • 3+ years of experience managing technical, customer-facing teams of 12+ people.
  • Experience in people management with a strong focus on mentoring and professional development.
  • Experience collaborating across Implementation, Account Management, Product, Support, and Training teams.
  • Hands-on experience with CRM, customer success, and workflow tools such as Freshdesk and Tableau.
  • Strong analytical, process-building, and program management skills, including KPI and SOP ownership.
  • Demonstrated data-driven problem-solving approach.
  • Excellent communication, collaboration, presentation, and time-management skills.
  • Preferred: experience coaching CSM teams supporting customers transitioning from HubSpot or similar platforms.
  • Preferred: familiarity with CRM and marketing automation tools such as HubSpot, Mailchimp, ActiveCampaign, and Salesforce.

Benefits

  • Remote-first role based in Mexico.
  • Opportunity to work for a global company supporting over 2 million businesses.
  • Join a large, distributed team of 1,500+ employees across 15+ countries.
  • Work in an environment focused on innovation, collaboration, and professional growth.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Manager, Customer Success - iQueue for Inpatient Flow

LeanTaaS 251-1K IT Services

LeanTaaS is hiring a Manager, Customer Success for its iQueue for Inpatient Flow product to lead customer success efforts with hospitals and health systems, improve patient-flow operations, and drive measurable adoption and business outcomes.

Machine Learning
3 hours, 48 minutes ago

Customer Success Director - 11417

Coupa Software 1K-5K Internet Software & Services

Coupa is hiring a Customer Success Director in Canada to lead a portfolio of Canadian financial services customers and drive long-term value, adoption, and retention through strategic executive partnership.

4 hours, 33 minutes ago

Customer Success Manager

Mursion 51-250 Diversified Consumer Services

Mursion is hiring a Customer Success Manager to manage and grow relationships with existing clients for its immersive simulation learning platform, driving adoption, renewals, and expansion as the company scales.

HubSpot
4 hours, 33 minutes ago

Customer Success Manager

Trivium Group 11-50 Media

Cavenaugh is hiring a remote Customer Success Manager to manage client relationships for its digital marketing agency serving home service businesses and to drive retention, growth, and clear performance reporting.

ClickUp CRM Digital Marketing Google Ads SEO
4 hours, 48 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers