Manager, Customer Success

September 6

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HighLevel

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The all-in-one sales & marketing platform that agencies can white-label. CRM, Email, 2-way SMS, Funnel Builder, & more!

SaaS • Marketing • Advertising • CRM

201 - 500

💰 Series A on 2021-11

Description

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture. • Accomplishes customer success human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. • Help to develop a proactive approach to customer success by defining customer churn risk criteria • Develop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementations • Facilitate industry-leading “voice of the customer” processes including feedback channels and continuous improvement methods to enhance customer experience. • Drive business improvements based on customer feedback • Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement • Devise a customer contact methodology to monitor and improve renewal/retention rates • Interpret data that translates into action to improve the team. • Can include managing or engagement with enterprise accounts • Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities • Coach team on customer success best practices and training • Provide continuous knowledge growth opportunities for Highlevel features and products • Collaborate with cross-functional teams to ensure visibility and alignment • Work with Product to prioritize customer features and requests • Managing customer complaints, CSAT results and relationships to assure customers satisfaction. • Facilitate proper delegation to team members in the proper roles. • Building SOPs, Playbooks and KPIs for Team and Department and report on KPI achievement • Build out a road map for successful implementations and ongoing support of this process and product engagement for team • Serve as an escalation point for critical recruiting issue resolution • Serve as an escalation point for at risk customers to promote product and resources that will help them be successful • Collaborate with product team by providing status updates and customer feedback • Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers • Continued optimization of current process and future ideals

Requirements

• Associate / Bachelor's degree or equivalent experience • 4+ Years in management • SaaS software experience • Several years running technical customer-facing teams. • Experience in managing a team of over 20+ • Project management skills • People manager at heart, you love mentoring, leading and contributing to the professional development of those around you • Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role • The ability to build and maintain relationships internally with team and with customers • Excellent listening, presentation and communication skills at all levels • The ability to partner with customers and team members in developing their strategic direction • The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success • Strong customer facing communication skills • Demonstrated data driven approach to problem solving • Must be a go-getter and not afraid to ask questions • Must have basic computer and excel skills • Fluent in English. • Demonstrated verbal and written communication skills.