Customer Success Manager II

If you are looking for an opportunity to be collaborative and supportive, working cross functionally to provide the best experience possible and always putting the customer first.  This role will help customers successfully adopt and retain our products/services and in turn, ensure they meet their business goals. This is achieved through regular check-in calls, business reviews, assessment of product-related customer needs, auditing accounts, troubleshooting issues, developing success plans and guiding them to completion and advocating for customer priorities with internal teams and stakeholders. 

As a Customer Success Manager, you will guide customers, ensuring they launch our HighLevel platform successfully, driving wide adoption, and are continually driving business value. In this role, you are continually focused on building strong relationships and helping our customers improve their business. 

To be successful as a Customer Success Manager with HighLevel, you will be hyper vigilant, confident, efficient, energetic, positive and optimistic while navigating high-demand “virtual” customers and team members. At HighLevel, we require our team members to be on camera for all customer, peer and manager/leader interactions. 

• Conduct regular check-ins, quarterly business reviews, and account audits for high-value customers to assess needs, drive satisfaction, and ensure retention.

• Build and manage relationships with high-ticket customers by setting clear expectations, addressing challenges, and delivering tailored solutions.

• Lead and execute on-time client implementations while ensuring seamless onboarding and integration for select clients with growth potential.

• Effectively communicate best practices, strategies, and product insights to clients and internal teams to optimize customer success.

• Act as a key liaison for customer feedback, translating business needs and product requirements into actionable solutions.

• Maintain close collaboration with internal teams to ensure alignment, streamline processes, and meet customer expectations.

• Configure, test, and validate customer accounts to confirm that products meet business needs and function as intended.

• Work cross-functionally within the teams across the organization to share knowledge, provide updates on customer engagements, and ensure smooth customer experiences.

• Adapt quickly to product updates, feature releases, and changes, providing strategic communication to enterprise customers, endorse partners, Top Affiliates and other businesses under your book of business.

• Identify missed opportunities within customer accounts, driving adoption and maximizing value through proactive training and support.

• Consult with clients on priorities related to upcoming feature roadmaps and product enhancements.

• Proactively identify opportunities to improve processes, enhance revenue, and boost product efficiency.

• Demonstrate technical acumen by developing workable solutions aligned with customer goals.

• Resolve issues and risks through collaborative, cross-functional efforts.

• Stay up to date with product developments, maintain expertise in features and functionality, and deliver consistent education to customers.

• Exhibit a team-oriented attitude and a strong passion for customer success.

• Take ownership of short-turnaround projects and deliver results under tight deadlines.

• Continuously improve customer relationship management processes to ensure optimal customer outcomes.

• Perform other duties as assigned in response to evolving business needs.

• Bachelor’s Degree or equivalent SaaS experience is strongly preferred. 

• At least 3+ years in a customer-facing and/or implementation role, preferably within a SaaS organization.

• Prior experience using HighLevel or other similar vertical solutions preferred. 

• Proficiency in applications such as MS Office, Google Suite, Zoom, and Slack is strongly preferred.

• Demonstrates excellent time management, organizational abilities, and exceptional interpersonal communication skills, both verbal and written.

• Self-motivated and proactive in maintaining regular communication with customers, management, and peers to ensure alignment and progress.

• Exhibits strong critical thinking, effective communication, and creative problem-solving skills to address challenges and deliver solutions.

• Skilled in managing sensitive customer issues with professionalism, tact, and diplomacy.

• Operates as a self-starter with a positive attitude, a strong sense of ownership, and a commitment to personal and professional growth within a dynamic team environment.

• Adept at multi-tasking and navigating ambiguity in a fast-paced, collaborative workplace, ensuring priorities are managed effectively.

• Highly organized and capable of balancing multiple responsibilities while meeting deadlines and maintaining attention to detail.