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Sr. Manager, Customer Success Management

HighLevel United States 11 days ago

support

About Us

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. We are proud to support a global and growing community of over 2 million businesses, including agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.

Our People

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. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Learn more about us on our YouTube Channel or Blog Posts

About the Role:

We are seeking a Senior Manager, Customer Success Management to lead the team that manages HighLevel’s largest and most strategic US-based customers. In this role, you will lead a team of managers and CSMs who collectively own a portfolio of top accounts, who drive retention, focus on expansion, and 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. 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.

What You’ll Be Doing:

Lead, coach, and develop a high-performing team of CSM Managers and Senior CSM ICs, setting clear expectations, goals, and development plans.

Own hiring, onboarding, performance management, and career progression for the Enterprise CSM team.

Build a culture of accountability, customer-first thinking, and collaboration with adjacent teams (Implementation, Support, Product, Sales, RevOps).

Own team outcomes for a defined portfolio of HighLevel’s top Enterprise accounts (e.g., largest agencies, brands, and strategic partners).

Ensure the team executes regular executive business reviews (QBRs / EBRs), value realization plans, and multi-threaded relationships across customer stakeholders (C-level, operations, marketing, sales, IT).

Oversee renewal and expansion strategy within the segment; partner closely with Sales/Account Management on commercial motions while your team leads value and adoption.

Set and manage targets for GRR, NRR, product adoption, and CSAT/NPS across the Enterprise book of business.

Use data (health scores, product usage, support signals, billing/cancel reasons) to proactively identify risk, prioritize actions, and drive systematic “save” and “grow” plays.

Champion adoption of HighLevel’s AI-powered features (including Employee AI and conversation/automation tools) as core levers for value and stickiness.

Design and continuously refine Enterprise CSM playbooks across the customer lifecycle (onboarding transition, adoption, maturity, renewal, expansion).

Define team operating cadence: 1:1s, pipeline and risk reviews, QBR prep, segment reviews, and cross-functional cadences with Product, Support, and RevOps.

Standardize best practices for discovery, success planning, stakeholder mapping, and outcome tracking, while leaving room for CSM judgment on strategic accounts.

Act as the voice of the customer internally, translating feedback into clear, prioritized asks for Product, Engineering, and Support.

Collaborate with RevOps and Finance to forecast retention/expansion, validate models, and align incentive plans with Enterprise outcomes.

Monitor trends in cancellations, product usage, and support volume for top high value accounts; lead initiatives to close gaps or remove friction.

Keep a pulse on industry best practices in Customer Success, bringing new ideas and frameworks into HighLevel’s Customer Success org.

Roll up your sleeves to join strategic customer calls or escalations where executive sponsorship is needed.

What You’ll Bring:

8+ years in B2B SaaS in Customer Success, Account Management, or a related customer-facing role.

3+ years leading and coaching teams, including managing Managers and senior individual contributors; experience building or scaling Enterprise CS teams strongly preferred.

Proven track record managing a portfolio of Enterprise and top accounts with meaningful ARR and complex, multi-stakeholder environments.

Experience in martech, CRM, agency platforms, or adjacent categories is a plus.

Strong people leader: you know how to set direction, give clear feedback, and grow high-performing CSMs and Managers.

Executive presence and credibility with C-level and VP-level stakeholders; comfortable driving strategic conversations about growth, ROI, and transformation.

Data-driven operator who understands SaaS metrics (NRR, GRR, TTV, product adoption, etc.) and uses them to run the business.

Excellent communication skills, both written and verbal; able to distill complex topics into simple narratives for customers and internal stakeholders.

Comfortable operating in a fast-paced, high-growth, remote-first environment with evolving processes and priorities.

Familiarity with CRM and CS platforms (e.g., Salesforce/HubSpot, Gainsight/ChurnZero or similar), plus collaboration tools such as Google Workspace, Zoom, and Slack.

Prior experience with HighLevel or similar vertical marketing/agency platforms is a plus.

How We’ll Measure Success:

In your first 12–18 months, success will look like:

Improved GRR and NRR across the Enterprise segment, with clear playbooks and leading indicators.

A high-performing CSM leadership bench, with clear roles, coverage models, and development paths.

Increased adoption of AI and key strategic product lines across top accounts.

Strong cross-functional alignment with Sales, Product, Support, and RevOps around Enterprise strategy and execution.

Consistent, high-quality QBRs/EBRs and executive relationships across the top tier of HighLevel customers.

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.