HighLevel Inc.
Manager, Customer Success Management
Job Description
Who You Are
As Manager of Customer Success Management, you will build and lead a team of CSMs, establishing strong relationship management practices and scalable Customer Success methodologies. You will drive rapid time-to-value, product adoption, and onboarding excellence while developing the frameworks and capabilities that enable long‑term retention and growth across the customer base.
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 t...