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HighLevel · 12 hours ago

Manager, Implementation

United States

Full-time

Remote

Senior Level

7+ 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 Manager of Customer Success is responsible for leading and inspiring the Customer Success team, maximizing customer lifetime value through retention, and ensuring an exceptional end-to-end lifecycle experience for HighLevel customers.

AdvertisingCRME-Commerce PlatformsMarketing

Responsibilities

Supervise a team of Implementation Advisors/Customer Care Representatives focused on solving customer issues and achieving high levels of customer satisfaction and retention and fostering a positive team culture

Accomplishes customer success human resource

Manages employee recruitment, selection, training, scheduling, coaching, counseling, and discipline

Communicates job expectations, monitors performance, appraises contributions, plans compensation, and enforces policies

Help to develop a proactive approach to customer success by defining customer churn risk criteria

Develop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementations

Facilitate industry-leading 'voice of the customer' processes including feedback channels and continuous improvement methods to enhance customer experience

Conduct consistent and impactful performance conversations, conflict management and coaching sessions with team members and managers

Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement

Devise a customer contact methodology to monitor and improve renewal/retention rates

Can include managing or engagement with enterprise accounts

Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities

Coach team on customer success best practices and training

Provide continuous knowledge growth opportunities for Highlevel features and products

Collaborate with cross-functional teams to ensure visibility and alignment

Managing customer complaints, CSAT results and relationships to assure customers satisfaction

Facilitate proper delegation to team members in the proper roles

Building SOPs, Playbooks and KPIs for Team and Department and report on KPI achievement

Build out a road map for successful implementations and ongoing support of this process and product engagement for team

Serve as an escalation point for critical recruiting issue resolution

Serve as an escalation point for at risk customers to promote product and resources that will help them be successful

Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers

Continued optimization of current process and future ideals

Qualification

Customer Success ManagementSaaS ExperienceTeam LeadershipData AnalysisCRM ToolsProject ManagementCollaboration SkillsCommunication SkillsTime ManagementMentoring Skills