Customer Success Manager

Who You Are:

You are looking for an opportunity to be collaborative and supportive, working cross functionally to provide the best experience possible and always putting the customer first

This role will help customers successfully adopt and retain our products/services and in turn, ensure they meet their business goals

This is achieved through regular check-in calls, business reviews, assessment of product-related customer needs, auditing accounts, troubleshooting issues, developing success plans and guiding them to completion and advocating for customer priorities with internal teams and stakeholders

As a Customer Success Manager, you will guide customers, ensuring they launch our HighLevel platform successfully, driving wide adoption, and are continually driving business value

In this role, you are continually focused on building strong relationships and helping our customers improve their business

To be successful as a Customer Success Manager with HighLevel, you will be hyper vigilant, confident, efficient, energetic, positive and optimistic while navigating high-demand virtual customers and team members

At HighLevel, we require our team members to be on camera for all customer, peer and manager/leader interactions

What Youll Be Doing:

Managing high ticket customer relationships and expectations, working diligently to provide solutions to any challenges

Conduct regular check-in calls, quarterly business reviews and account audits for high value customers to assess customer needs and deliver value to the company through customer satisfaction and retention

Accountable for conduct and lead on time implementation for clients

The ability to effectively communicate best practices, strategies and instruction is vital

Serve as an important source of information regarding the customers needs and provide customer feedback to internal teams

Translate business needs and product requirements into new solutions for customers

Maintain close relationships with key departments to ensure customer satisfaction

Configure, test and validate accounts to ensure the product fits their business needs and functions as intended

Work cross-functionally as a member of the Customer Success team to deliver a smooth customer experience, including knowledge sharing and keeping our teams informed on customer engagements

Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders

Adaptable and timely on short turnaround projects and deadlines

Stay up to date with HighLevel product features and releases

Maintain product knowledge and consistent education

Identify opportunities to streamline procedures, enhance revenue and improve product efficiency

Demonstrate technical acumen to convert plans into workable solutions

Communicate a passion for customer success with a team player attitude

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

Identifying missed value for clients in their accounts and applying use

Effectively provide ongoing adoption training for users as needed

Consult with clients on planning priorities for upcoming feature roadmap

What Youll Bring:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily

The requirements listed below are representative of the knowledge, skill, and/or ability required

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Experience / Education / Certifications Required:

Bachelors Degree or equivalent SaaS experience is strongly preferred

At least 5 years in a customer-facing and/or implementation role, preferably within a SaaS organization

Prior experience using HighLevel or other similar vertical solutions preferred

Proven ability to effectively translate complex business needs into a software delivery plan and to document and communicate that plan

Experience building customer relationships and improving processes and programs that benefit customer outcomes

Excellent communication skills, both with customers and within an organization

Firm understanding of industry and marketing strategy Demonstrated ability to provide customized solutions to a variety of customers

Ability to resolve issues and risks in a cross functional and collaborative way

Working knowledge of the following applications strongly preferred: MS Office, Google Suite, Zoom, Slack

Strong time management, organizational skills and interpersonal communication skills, both verbal and written

Self-motivated to maintain regular contact with customers, management, and peers

Demonstrable critical thinking, communication, and creative problem-solving skills

Strong skills, tact and diplomacy in dealing with sensitive customer issues

Self-starter, positive attitude, strong sense of ownership and ability to continuously develop and adapt to a growing team

Ability to multi-task and handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment

Highly organized to manage and prioritize several different responsibilities at any given time

Dedication and passion for the highest level of customer satisfaction and professional service

Proven ability to leverage other team members to accomplish tasks

Capable of working autonomously to desired outcomes of a project

Solutionist mind set, can find creative ways and outsource if needed with 3rd parties solutions that integrate to meet advanced customer needs

Love solving complex problems

EEO Statement: At HighLevel, we value diversity

In fact, we understand it makes our organisation stronger