Sr. Manager, Customer Success Management

What You’ll Be Doing:

• Lead, coach, and develop a high-performing team of CSM Managers and Senior CSM ICs, setting clear expectations, goals, and development plans.
• 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 (Implementation, Support, Product, Sales, RevOps).
• Own team outcomes for a defined portfolio of HighLevel’s top Enterprise accounts (e.g., largest agencies, brands, and strategic partners).
• Ensure the team executes regular executive business reviews (QBRs / EBRs), value realization plans, and multi-threaded relationships across customer stakeholders (C-level, operations, marketing, sales, IT).
• Oversee renewal and expansion strategy within the segment; partner closely with Sales/Account Management on commercial motions while your team leads value and adoption.
• Set and manage targets for GRR, NRR, product adoption, and CSAT/NPS across the Enterprise book of business.
• Use data (health scores, product usage, support signals, billing/cancel reasons) to proactively identify risk, prioritize actions, and drive systematic “save” and “grow” plays.
• Champion adoption of HighLevel’s AI-powered features (including Employee AI and conversation/automation tools) as core levers for value and stickiness.
• Design and continuously refine Enterprise CSM playbooks across the customer lifecycle (onboarding transition, adoption, maturity, renewal, expansion).
• Define team operating cadence: 1:1s, pipeline and risk reviews, QBR prep, segment reviews, and cross-functional cadences with Product, Support, and RevOps.
• Standardize best practices for discovery, success planning, stakeholder mapping, and outcome tracking, while leaving room for CSM judgment on strategic accounts.
• Act as the voice of the customer internally, translating feedback into clear, prioritized asks for Product, Engineering, and Support.
• Collaborate with RevOps and Finance to forecast retention/expansion, validate models, and align incentive plans with Enterprise outcomes.
• Monitor trends in cancellations, product usage, and support volume for top high value accounts; lead initiatives to close gaps or remove friction.
• Keep a pulse on industry best practices in Customer Success, bringing new ideas and frameworks into HighLevel’s Customer Success org.
• Roll up your sleeves to join strategic customer calls or escalations where executive sponsorship is needed.

What You’ll Bring:

• 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; experience building or scaling Enterprise CS teams strongly preferred.
• Proven track record managing a portfolio of Enterprise and top accounts with meaningful ARR and complex, multi-stakeholder environments.
• Experience in martech, CRM, agency platforms, or adjacent categories is a plus.
• Strong people leader: you know how to set direction, give clear feedback, and grow high-performing CSMs and Managers.
• Executive presence and credibility with C-level and VP-level stakeholders; comfortable driving strategic conversations about growth, ROI, and transformation.
• Data-driven operator who understands SaaS metrics (NRR, GRR, TTV, product adoption, etc.) and uses them to run the business.
• Excellent communication skills, both written and verbal; able to distill complex topics into simple narratives for customers and internal stakeholders.
• Comfortable operating in a fast-paced, high-growth, remote-first environment with evolving processes and priorities.
• Familiarity with CRM and CS platforms (e.g., Salesforce/HubSpot, Gainsight/ChurnZero or similar), plus collaboration tools such as Google Workspace, Zoom, and Slack.
• Prior experience with HighLevel or similar vertical marketing/agency platforms is a plus.

How We’ll Measure Success:

• In your first 12–18 months, success will look like:
• Improved GRR and NRR across the Enterprise segment, with clear playbooks and leading indicators.
• A high-performing CSM leadership bench, with clear roles, coverage models, and development paths.
• Increased adoption of AI and key strategic product lines across top accounts.
• Strong cross-functional alignment with Sales, Product, Support, and RevOps around Enterprise strategy and execution.
• Consistent, high-quality QBRs/EBRs and executive relationships across the top tier of HighLevel customers.