Go High Level CRM Expert – AI Automation Specialist
Genius Agency
Go
Customer Success Manager, SaaS Social Intelligence
Penbrothers
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead new client onboarding: kickoff calls, account/org setup, permissions, board creation, and training.
- Build and maintain custom dashboards/boards tailored to client needs.
- Prepare and deliver training materials, walkthrough videos, and onboarding resources.
- Ensure client users are trained, engaged, and set up for success.
- Run monthly and biweekly office hours for each client and their subgroups (3 avg), with full prep, usage review, and recaps.
- Conduct health review and renewal calls, prepare decks, and deliver client success plans.
- Monitor client usage (Hotjar, dashboards) to spot adoption gaps or risks.
- Send proactive outreach (weekly tailored notes) highlighting trends, industry news, or client-specific insights.
- Respond to client inquiries via email; provide fast, clear, and complete support.
- Create custom video walkthroughs for workflows, features, and updates.
- Triage and resolve technical issues (e.g., account connections, exports, access issues).
- Log and track bug reports and feature requests, ensuring updates are shared back to clients.
- Send weekly product release notes and updates to clients.
- Ensure clients are informed about new features, trends, and reports (e.g., CEW reports, VMI beauty updates).
- Translate product changes into clear, actionable client communications.
- Identify upsell opportunities: additional boards, processing capacity, or new modules.
- Expand footprint within orgs (e.g., from single team to enterprise-wide).
- Partner with Sales on renewals, proposals, and expansion deals; contribute to account strategy.
- Prepare proposals, one-pagers, and expansion decks.
- Act as the bridge between clients and internal teams (Sales, Product, Tech).
- Share client feedback, health status, risks, and upsell opportunities with leadership.
- Maintain clean datasets, board hygiene, and client org setup.
- Contribute to internal documentation, training playbooks, and CS best practices.
Requirements
- 3–5+ years in Customer Success, Account Management, or Client Services in SaaS / Tech / AI Company.
- Must be comfortable in a fast-moving, startup culture where processes change quickly.
- Experience managing enterprise and mid-market accounts with multiple stakeholders.
- Strong communication and relationship-building skills.
- Comfortable presenting to executives and end-users alike.
- Organized, detail-oriented, able to juggle multiple client accounts and subgroups.
- Tech-savvy: comfortable with SaaS tools, dashboards, and workflows.
- Nice to Have: Understanding of social video platforms like TikTok.
- Bonus: Experience with social intelligence, analytics, or marketing SaaS.
Benefits
- Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
- Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
- Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
- Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client onboardingdashboard creationtraining materials preparationhealth reviewtechnical issue resolutionbug trackingupsellingdata managementSaaSanalytics
Soft skills
communicationrelationship-buildingorganizationdetail-orientedpresentation skillsadaptabilityclient engagementproactive outreachcollaborationproblem-solving
