Senior Manager, Customer Success

Who You Are: You are looking for an opportunity to bring your creative, organized, and strategic thinking to an impactful senior-level managerial role that allows you to lead, develop, and grow our customer success teams

You will monitor and own your teams KPIs, while consistently driving and tracking towards optimal results

You are comfortable leading in a high-performance, high-accountability environment, and will leverage your excellent communication skills and working knowledge of people/team management and the SaaS landscape to serve you well as you lead several teams of customer success representatives and managers

To be successful in this role, you will maximize customer lifetime value through retention and own the voice of the customer as part of HighLevels overall customers for life vision while demonstrating best in class customer success practices

You will be focused on ensuring the highest levels of customer success, customer product adoption and customer satisfaction for HighLevels product and services

This is a central role raising the voice of the customer to a roar within HighLevel, while meeting our customers needs and always having the customers best interest in mind

Eligibility criteria for Internal Applicants: If you are an internal HighLevel applicant, you must be in a managerial role and/or Manager, Customer Support role for a minimum of 6 months

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

Support the organizational goals and participate in planning to execute business activities such as staffing, goal setting, training & knowledge opportunities and resource planning

Create, lead and ensure your managers and teams are successful by coaching, developing, inspiring, motivating, encouraging and holding them accountable against established KPIs, SOPs, playbooks, road maps, policies and procedures

Measure and provide detailed analysis on success against teams growth KPIs and metrics, continually maintain teams accurate data

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

Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted

Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience

Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement

Serve as an influential leader by demonstrating professionalism, operating in a fast-paced environment, taking ownership of your teams success, and fostering a team culture of encouraging growth, innovation, and proactive problem solving

Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement and maintain strong customer satisfaction ratings and retention through quality assurance of teams impact

Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomes

Ensure automations and internal processes are successful and impactful and functioning properly

Partner with the Head of Customer Success regarding forecasting, budget management, optimization of talent and resources, and the impact

Continued optimization of current process and future ideals

Manage (to completion) projects involving complex work streams and cross-functional collaboration with internal departments to create and confirm efficient workflows and relationships and ensure visibility and alignment

Be the voice of the customer to improve customer service quality results by collaborating with your team of managers to study, evaluate, and redesign processes; establish and communicate service metrics; monitor and analyze results; and implement changes and improvement methods to enhance customer experience

Proactively drive business improvements based on customer feedback, churn risk criteria, new features and customer implementations

Act as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers (customer complaints, CSAT results and relationships to assure customers satisfaction), or from other HighLevel functions

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

Managing and engagement efforts with enterprise accounts, as needed

Collaborate with the product team by providing status updates and customer feedback, while prioritizing customer features and requests

Update job knowledge and managerial skills by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations and drive educational materials or workshops for the team

Creating training and implementing new functional teams, as needed

Other duties may be assigned and/or modified as business needs change

Requirements:

BA/BS in a relevant field or equivalent customer success managerial experience required

5+ years of experience leading fast-paced, results driven, technical customer-facing teams for a SaaS or Product-Led Growth startup company preferred

5+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required

You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you

Prior experience partnering and influencing customers, senior management and team members in developing their strategic direction

Prior experience exercising and utilizing project management skills to identify and align strategies and new processes that will impact the customer experience

Strong collaboration, time-management and prioritization skills are critical to the success of this role

The ability to build and maintain strong relationships internally with senior leadership, teams and customers

Strong experience using data/analytics tools to solve problems, measure the impact of your work and execute projects

Ability to collaborate and influence cross-functional teams and champion new concepts and ideas

A strong technical aptitude to help our customers succeed with the HighLevel software

Experience working with and or ability to learn the use of various reporting tools to leverage data, analytics and automation to drive demonstrable customer and team success

Strong customer facing listening, presentation and communication skills

Demonstrated approach to problem solving and conflict management

Must be a go-getter, not afraid to ask questions, and take accountability for your results and your teams results

Flexibility of schedule to ensure coverage on staffing needs and sustain productivity expectations

Able to travel for meetings and events such as summits, masterminds, conferences, retreats, training, leadership meetings, etc

Working Knowledge of the following applications strongly preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, MAC, etc