Senior Manager, Customer Success Management
HighLevel
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- 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.
Requirements
- 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.
Benefits
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
B2B SaaSCustomer SuccessAccount ManagementEnterprise CSSaaS metricsNRRGRRproduct adoptiondata analysisportfolio management
Soft skills
leadershipcoachingcommunicationstrategic thinkingcollaborationaccountabilitycustomer-first mindsetexecutive presencefeedback deliveryadaptability