Retention Manager

Who You Are: 

The Manager of Customer Care is responsible for leading and inspiring the Customer Care team. This role serves as the key champion for ensuring HighLevel customers end-to-end lifecycle experience is exceptional. The goal is to maximize customer lifetime value (CLTV) through retention and customer satisfaction. To own the "voice of the customer" as part of HighLevel's overall customer for life vision.
The Manager of Customer Care will focus on ensuring the highest levels of customer success and end-user adoption, as measured by retention, CLTV, customer satisfaction, and advocacy of HighLevel's products and services. This role is central to raising the voice of customers within HighLevel, utilizing internal health indicator processes and communications to drive actionable insights and improvements with cross departments. Ensuring the health of the customer.

What You’ll Do:

• Act as a Peer Mentor for assigned teams, greeting new hires and conducting informal check-ins, serving as a resource and team culture ambassador.
• Provide training for all new team members, ensuring they graduate on time with the necessary knowledge and skills to confidently start their new roles.
• Offer continuous feedback, coaching, and training to team members, helping them develop their skills and advance in their careers.
• Conduct, track, and report to managers training progress and quality assurance during the employee lifecycle.
• Acquainted in department KPI, goals, and targets and implementing into training improvement plans and accountability 
• Create and develop ad hoc operational and quarterly planned training for teams on topics such as best practices, soft skills, product knowledge, CSAT etc.
• Serve as the first point of contact for management-level inquiries and assist with escalations as a key escalation resource within the Customer Success organization.
• Drive results based outcomes on improvements in team overall performance and metrics.
• Monitoring and maintaining proper KPI expectations around daily team functions such as tickets, calls and customer communications. 
• Continued training and development on new product features and launches for both the team and yourself. 
• Identifying areas of opportunity by analyzing trends in data.
• Ensure the team remains motivated, engaged, and aligned with company goals by fostering a positive and collaborative team culture.
• Implement and enforce standard operating procedures (SOPs) for customer success workflows, ensuring consistency and efficiency across the team.
• Continuously review and improve documentation to ensure it stays up to date and aligns with evolving customer success strategies.
• Create and record training materials as needed to address internal training requirements.
• Perform other duties as assigned or modified based on changing business needs.

What You’ll Bring:

• Associate's or Bachelor's degree (equivalent experience is a plus)
• SaaS software experience
• Project management skills (experience is a plus)
• People leader at heart: You enjoy mentoring, leading, and contributing to the professional development of those around you.
• Strong collaboration, time-management, influencing, and prioritization skills are critical to the success of this role.
• The ability to build and maintain relationships both internally with the team and externally with customers.
• Excellent listening, presentation, and communication skills at all levels.
• Technically savvy with an interest in leveraging data, analytics, and automation to drive demonstrable customer and team success.
• Training and mentoring excellence. 
• Strong customer-facing communication skills.
• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly to customers and internal stakeholders.
• Strong leadership and team management skills with a proven ability to motivate and inspire others.
• Thrive in a face paced environment
• Ability to think critically and problem-solve in high-pressure situations.
• Solutions based mindset 
• Basic computer and Excel skills.
• ••Strong documentation skills, including the ability to create, maintain, and improve internal documentation and processes.