About HighLevel:

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

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 You’ll 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 You’ll 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:

Bachelor’s 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-motivatedto 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. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences while providing excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.