HighLevel
Customer Support
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.
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Who You Are
As Manager of Customer Success Management, you will lead and inspire a team of CSMs responsible for delivering an exceptional 0–90 day onboarding and adoption experience for our valued clients. Your mission is to ensure customers achieve rapid time-to-value, strong initial product adoption, and outstanding onboarding satisfaction, while building a foundation for long-term retention and value.
What You’ll Do:
Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health for our highest-value segments.
Own the customer journey; drive KPIs including onboarding completion, time-to-value, scheduled meeting attendance, product adoption milestones, and health score (% in “green”).
Ensure CSMs deliver proactive, high-touch onboarding, adoption, and strategic engagement—including scheduling, delivery, documentation, follow-up, and post-call actions.
Drive strategies and programs that maximize customer lifetime value (CLTV) through proactive engagement, ongoing adoption initiatives, and long-term relationship management.
Develop and lead proactive out-reach programs that drive greater adoption of new add-on products and optimization of current customer implementations
Monitor all customer onboarding and adoption progress in CRM/Freshdesk; identify trends, risks, and at-risk accounts for intervention.
Facilitate seamless cross-functional collaboration with:
Implementation Advisors for quick basic account set-up
AMs for CSQLs – CSM identify and refer qualified expansion opportunities
TAMs for technical support escalation
Product/Enablement/Training for feedback loops, process improvements, and feature insights.
Support team for priority Q&A
Serve as escalation point for at-risk or blocked customers during onboarding/adoption phases, driving faster resolution and customer rescue strategies.
Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes; participate in building KPI dashboards.
Maintain regular team stand-ups, coaching sessions, and continuous enablement, developing both process excellence and team culture.
Ensure feedback from onboarding/adoption engagements is captured for continuous product, process, and customer experience improvement.
Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers
Overseeing engagement and communication with enterprise accounts.
Key Success Metrics
Onboarding completion % (within goal timeframe)
Product adoption & milestone attainment rates (within 90 days)
Customer health: % of accounts in “green”Show/no-show rate on scheduled CSM calls
CSAT/NPS on onboarding/adoption experience
Volume and quality of CSQLs referred to AMs
Engagement rates
Escalation/rescue response and success rates
(KPIs for this role may evolve over time based on business needs and strategic priorities)
What You’ll Bring
Bachelor’s degree or equivalent experience
3+ years of experience leading customer facing, SaaS teams (CSM, onboarding or Account Management
Proven delivery of onboarding, adoption, or customer health programs at scale (team of 12-15 preferred)
Dedicated people manager, you are passionate about mentoring, leading, and contributing to the professional development of your team.
Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training)
Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.)
Strong analytical, process-building, and program management skills (KPI and SOP ownership).
Demonstrated data driven approach to problem solving.
Track record of coaching, mentoring, and empowering high-performance teams
Excellent communication, collaboration, presentation and time-management skills
Proactive and inquisitive; not hesitant to seek clarification
To apply for this job please visit jobs.lever.co.