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HI
Sr. Manager, Customer Success Management
HighLevelUnited States, United StatesRemotefull_timeVerifiedPosted 23 Dec 2025
About the role
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, including agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. 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.
Our PeopleWith 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.
Our ImpactAs of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. 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
About the Role:We are seeking a Senior Manager, Customer Success Management to lead the team that manages HighLevel’s largest and most strategic US-based customers. In this role, you will lead a team of managers and CSMs who collectively own a portfolio of top accounts, who drive retention, focus on expansion, and adoption of key products. You will design and operationalize the playbooks, operating cadence, and talent strategy needed to deliver a best-in-class experience for high value customers, while scaling with growth. This is a highly visible, high-impact role for a leader who loves working directly with customers, coaching teams, and managing a multi-million-dollar book of business.
Our PeopleWith 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.
Our ImpactAs of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. 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
About the Role:We are seeking a Senior Manager, Customer Success Management to lead the team that manages HighLevel’s largest and most strategic US-based customers. In this role, you will lead a team of managers and CSMs who collectively own a portfolio of top accounts, who drive retention, focus on expansion, and adoption of key products. You will design and operationalize the playbooks, operating cadence, and talent strategy needed to deliver a best-in-class experience for high value customers, while scaling with growth. This is a highly visible, high-impact role for a leader who loves working directly with customers, coaching teams, and managing a multi-million-dollar book of business.
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 industr
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