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HighLevel · 18 hours ago

Sr. Manager, Customer Success Management

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. The Senior Manager, Customer Success Management will lead a team that manages HighLevel’s largest and most strategic US-based customers, focusing on retention, expansion, and the adoption of key products.

AdvertisingCRME-Commerce PlatformsMarketing

Responsibilities

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

Qualification

B2B SaaSCustomer Success ManagementData-driven OperationsTeam LeadershipCRM PlatformsExecutive PresenceCollaboration ToolsMartech ExperienceCommunication Skills

Required

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

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