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SeniorFull-timeGoAPIMicroservicesAIGit
About the Role
We are seeking a Senior Manager, Customer Success Management to lead the team managing HighLevel's largest and most strategic US-based customers. This role involves driving retention, expansion, and product adoption for top accounts while scaling operations. It is a highly visible position for a leader who excels in customer engagement, team coaching, and managing a significant book of business.
Key Responsibilities
- →Lead, coach, and develop a high-performing team of CSM Managers and Senior CSM ICs, setting clear expectations and goals.
- →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.
- →Oversee team outcomes for a portfolio of HighLevel's top Enterprise accounts, including agencies and strategic partners.
- →Ensure execution of executive business reviews, value realization plans, and multi-threaded customer relationships.
- →Manage renewal and expansion strategy, partnering with Sales/Account Management on commercial motions.
- →Set and manage targets for GRR, NRR, product adoption, and CSAT/NPS across the Enterprise book of business.
- →Use data to proactively identify risk, prioritize actions, and drive systematic save and grow plays.
- →Champion adoption of HighLevel's AI-powered features as core levers for value and stickiness.
- →Design and refine Enterprise CSM playbooks across the customer lifecycle, from onboarding to expansion.
- →Define team operating cadence, including 1:1s, pipeline reviews, and cross-functional meetings.
- →Standardize best practices for discovery, success planning, stakeholder mapping, and outcome tracking.
- →Act as the voice of the customer internally, translating feedback into prioritized asks for Product and Engineering.
- →Collaborate with RevOps and Finance to forecast retention/expansion and align incentive plans.
- →Monitor trends in cancellations, product usage, and support volume for high-value accounts.
- →Keep a pulse on industry best practices in Customer Success and bring new ideas into the organization.
- →Join strategic customer calls or escalations where executive sponsorship is needed.
Requirements
- ✓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.
- ✓Proven track record managing a portfolio of Enterprise accounts with meaningful ARR and complex environments.
- ✓Experience in martech, CRM, agency platforms, or adjacent categories is a plus.
- ✓Strong people leadership skills with ability to set direction, give feedback, and grow high-performing teams.
- ✓Executive presence and credibility with C-level and VP-level stakeholders.
- ✓Data-driven operator with understanding of SaaS metrics like NRR, GRR, and product adoption.
- ✓Excellent communication skills, both written and verbal, for distilling complex topics.
- ✓Comfortable operating in a fast-paced, high-growth, remote-first environment.
- ✓Familiarity with CRM and CS platforms, plus collaboration tools like Google Workspace, Zoom, and Slack.
- ✓Prior experience with HighLevel or similar vertical marketing/agency platforms is a plus.
