Website HighLevel
Grow faster with HighLevel’s AI-powered business operating system
Company: HighLevel
Location: Remote, United States
Job Type: Full time
Compensation: $118,000 – $156,000 annually
Also See: Customer Service Support
Lead Customer Success for HighLevel’s Largest Strategic Accounts
HighLevel is an AI powered all in one white label sales and marketing platform that empowers agencies entrepreneurs and businesses to elevate their digital presence and drive growth. We support a global community of over 2 million businesses including agencies consultants and organizations of all sizes and industries. As of mid 2025 our platform processes over 4 billion API hits and handles more than 2.5 billion message events every day
With over 1,500 team members across 15 countries we operate in a global remote first environment. We are building more than software we are building a global community rooted in creativity collaboration and impact. Our culture thrives on innovation where ideas are celebrated and people come first no matter where they call home
We are seeking a Senior Manager, Customer Success Management to lead the team that manages HighLevel’s largest and most strategic US based customers. This is a highly visible high impact role for a leader who loves working directly with customers coaching teams and managing a multi million dollar book of business
The Opportunity
In this role you will lead a team of managers and CSMs who collectively own a portfolio of top accounts driving retention focusing on expansion and ensuring adoption of key products. You will design and operationalize the playbooks operating cadence and talent strategy needed to deliver a best in class experience for high value customers while scaling with growth
What You’ll Do
Team Leadership and Development
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Lead coach and develop a high performing team of CSM Managers and Senior CSM individual contributors
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Set clear expectations goals and development plans for your team
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Own hiring onboarding performance management and career progression for the Enterprise CSM team
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Build a culture of accountability customer first thinking and collaboration with adjacent teams including Implementation Support Product Sales and RevOps
Customer Portfolio Management
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Own team outcomes for a defined portfolio of HighLevel’s top Enterprise accounts including largest agencies brands and strategic partners
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Ensure the team executes regular executive business reviews value realization plans and multi threaded relationships across customer stakeholders including C level operations marketing sales and IT
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Oversee renewal and expansion strategy within the segment partnering closely with Sales and Account Management on commercial motions while your team leads value and adoption
Metrics and Performance
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Set and manage targets for GRR NRR product adoption and CSAT and NPS across the Enterprise book of business
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Use data including health scores product usage support signals and billing reasons to proactively identify risk prioritize actions and drive systematic save and grow plays
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Champion adoption of HighLevel’s AI powered features including Employee AI and conversation and automation tools as core levers for value and stickiness
Playbook Development and Process Improvement
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Design and continuously refine Enterprise CSM playbooks across the customer lifecycle including onboarding transition adoption maturity renewal and expansion
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Define team operating cadence including 1 on 1s pipeline and risk reviews QBR preparation segment reviews and cross functional cadences with Product Support and RevOps
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Standardize best practices for discovery success planning stakeholder mapping and outcome tracking while leaving room for CSM judgment on strategic accounts
Voice of Customer and Cross Functional Collaboration
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Act as the voice of the customer internally translating feedback into clear prioritized asks for Product Engineering and Support
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Collaborate with RevOps and Finance to forecast retention and expansion validate models and align incentive plans with Enterprise outcomes
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Monitor trends in cancellations product usage and support volume for top high value accounts leading initiatives to close gaps or remove friction
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Keep a pulse on industry best practices in Customer Success bringing new ideas and frameworks into HighLevel’s CS organization
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Roll up your sleeves to join strategic customer calls or escalations where executive sponsorship is needed
Who You Are
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You have 8 plus years in B2B SaaS in Customer Success Account Management or a related customer facing role
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You have 3 plus years leading and coaching teams including managing Managers and senior individual contributors
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Experience building or scaling Enterprise CS teams is strongly preferred
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You have a proven track record managing a portfolio of Enterprise and top accounts with meaningful ARR in complex multi stakeholder environments
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Experience in martech CRM agency platforms or adjacent categories is a plus
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You are a strong people leader who knows how to set direction give clear feedback and grow high performing CSMs and Managers
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You have executive presence and credibility with C level and VP level stakeholders comfortable driving strategic conversations about growth ROI and transformation
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You are a data driven operator who understands SaaS metrics including NRR GRR TTV and product adoption and uses them to run the business
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You have excellent communication skills both written and verbal able to distill complex topics into simple narratives
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You are comfortable operating in a fast paced high growth remote first environment with evolving processes and priorities
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You are familiar with CRM and CS platforms such as Salesforce HubSpot Gainsight or ChurnZero plus collaboration tools like Google Workspace Zoom and Slack
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Prior experience with HighLevel or similar vertical marketing and agency platforms is a plus
How Success Will Be Measured
In your first 12 to 18 months success will look like
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Improved GRR and NRR across the Enterprise segment with clear playbooks and leading indicators
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A high performing CSM leadership bench with clear roles coverage models and development paths
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Increased adoption of AI and key strategic product lines across top accounts
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Strong cross functional alignment with Sales Product Support and RevOps around Enterprise strategy and execution
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Consistent high quality QBRs and EBRs and executive relationships across the top tier of HighLevel customers
Why Join HighLevel
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Be part of a rapidly growing global platform powering over 2 million businesses
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Work in a remote first environment with a team of over 1,500 people across 15 countries
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Lead a high impact team with significant visibility and responsibility
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Competitive compensation and benefits package
Location This position is fully remote within the United States
Ready to lead Customer Success for HighLevel’s largest strategic accounts
If you are an experienced CS leader with a passion for enterprise customer success and team development we want to hear from you
Apply Now Senior Manager Customer Success Management at HighLevel
HighLevel is an Equal Opportunity Employer committed to creating a diverse and inclusive environment for all employees