Jobs and Careers
HI
Customer Success Team Lead
HighLevelUnited States, United StatesRemotefull_timeVerifiedPosted 28 Mar 2025
About the role
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+ team members 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 team members 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
Job Overview:We are looking for a motivated and experienced Customer Success Team Lead to join our dynamic Customer Success team. In this role, you will be responsible for training and developing the Customer Success Teams by guiding them through our customer journey, product implementation, driving customer satisfaction, product adoption, customer retention, and growth.
Who You Are:
As a Team Lead you will embody a customer- and people-centric approach, play an impactful role in growing and developing new and current team members. You will lead your efforts with our company culture and values while partnering with managers to provide support and coaching opportunities for agents. You will also assist in identifying team member challenges and collaborate with management to create strategic improvements, training material and processes for the team. You are comfortable leading team members in a high-performance,high-accountability environment and will leverage your excellent communication skills, as well as your working knowledge of product, skillset expectations for team, time management, organization, and administrative skills, to support both our customers and teams.
What You’ll Do:
Act as a Peer Mentor for assigned teams, greeting new hires and conducting informal check-ins, serving as a resource and team culture ambassador.Provide training for all new team members, ensuring they graduate on time with the necessary knowledge and skills to confidently start their new rolesOffer continuous feedback, coaching, and training to team members, helping them develop their skills and advance in their careerConduct, track, and report to managers training progress and quality assurance during the employee lifecycleAcquainted in department KPI, goals, and targets and implementing into training improvement plans and accountability Create and develop ad hoc operational and quarterly planned training for teams on topics such as best practices, soft skills, product knowledge, CSAT ectcServe as the first point of contact for management-level inquiries and assist with escalations as a key escalation resource within the Customer Success organizationDrive results based outcomes on improvements in team overall performance and and metrics.Monitoring and maintaining proper KPI expectations around daily team functions such as tickets, calls and customer communications. Continued training and development on new product features and launches for both the team and yourself. Identifying areas of opportunity by analyzing trends in dataEnsure the team remains motivated, engaged, and aligned with company goals by fostering a positive and collaborative team cultureImplement and enforce standard operating procedures (SOPs) for customer success workflows, ensuring consistency and efficiency across the teamContinuously review and improve documentation to ensure it stays up to date and aligns with evolving customer success strategiesPerform other duties as assigned or modified based on changing business
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+ team members 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 team members 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
Job Overview:We are looking for a motivated and experienced Customer Success Team Lead to join our dynamic Customer Success team. In this role, you will be responsible for training and developing the Customer Success Teams by guiding them through our customer journey, product implementation, driving customer satisfaction, product adoption, customer retention, and growth.
Who You Are:
As a Team Lead you will embody a customer- and people-centric approach, play an impactful role in growing and developing new and current team members. You will lead your efforts with our company culture and values while partnering with managers to provide support and coaching opportunities for agents. You will also assist in identifying team member challenges and collaborate with management to create strategic improvements, training material and processes for the team. You are comfortable leading team members in a high-performance,high-accountability environment and will leverage your excellent communication skills, as well as your working knowledge of product, skillset expectations for team, time management, organization, and administrative skills, to support both our customers and teams.
What You’ll Do:
Act as a Peer Mentor for assigned teams, greeting new hires and conducting informal check-ins, serving as a resource and team culture ambassador.Provide training for all new team members, ensuring they graduate on time with the necessary knowledge and skills to confidently start their new rolesOffer continuous feedback, coaching, and training to team members, helping them develop their skills and advance in their careerConduct, track, and report to managers training progress and quality assurance during the employee lifecycleAcquainted in department KPI, goals, and targets and implementing into training improvement plans and accountability Create and develop ad hoc operational and quarterly planned training for teams on topics such as best practices, soft skills, product knowledge, CSAT ectcServe as the first point of contact for management-level inquiries and assist with escalations as a key escalation resource within the Customer Success organizationDrive results based outcomes on improvements in team overall performance and and metrics.Monitoring and maintaining proper KPI expectations around daily team functions such as tickets, calls and customer communications. Continued training and development on new product features and launches for both the team and yourself. Identifying areas of opportunity by analyzing trends in dataEnsure the team remains motivated, engaged, and aligned with company goals by fostering a positive and collaborative team cultureImplement and enforce standard operating procedures (SOPs) for customer success workflows, ensuring consistency and efficiency across the teamContinuously review and improve documentation to ensure it stays up to date and aligns with evolving customer success strategiesPerform other duties as assigned or modified based on changing business
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s