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About UsHighLevel 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. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames. With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. Learn more about us on our YouTube Channel or Blog Posts As Manager of Customer Success Management, you will lead and inspire a team of CSMs responsible for delivering an exceptional 0–90 day onboarding and adoption experience for our valued clients. Drive strategies and programs that maximize customer lifetime value (CLTV) through proactive engagement, ongoing adoption initiatives, and long-term relationship management. ~ Monitor all customer onboarding and adoption progress in CRM/Freshdesk; AMs for CSQLs - CSM identify and refer qualified expansion opportunities ~ TAMs for technical support escalation ~ Product/Enablement/Training for feedback loops, process improvements, and feature insights. ~ Support team for priority Q&A ~ Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes; Maintain regular team stand-ups, coaching sessions, and continuous enablement, developing both process excellence and team culture. ~ Ensure feedback from onboarding/adoption engagements is captured for continuous product, process, and customer experience improvement. ~ Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers ~ of accounts in “green”Show/no-show rate on scheduled CSM calls ~ Volume and quality of CSQLs referred to AMs ~ Bachelor’s degree or equivalent experience ~3+ years of experience leading customer facing, SaaS teams (CSM, onboarding or Account Management ~ Dedicated people manager, you are passionate about mentoring, leading, and contributing to the professional development of your team. ~ Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training) ~ Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.) ~ Strong analytical, process-building, and program management skills (KPI and SOP ownership). ~ Demonstrated data driven approach to problem solving. ~ Track record of coaching, mentoring, and empowering high-performance teams ~ Excellent communication, collaboration, presentation and time-management skills ~ The company is an Equal Opportunity Employer. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. This data will be kept separate from your application and will not be used in the hiring decision. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. If you would like more information about how your data is processed, please contact us.