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Manager, Customer Success Management
Manager, Customer Success ManagementHighLevel • Washington, DC, US
Manager, Customer Success Management

Manager, Customer Success Management

HighLevel • Washington, DC, US
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  • [job_card.full_time]
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Manager, Customer Success Management

As Manager of Customer Success Management, you will lead and inspire a team of CSMs responsible for delivering an exceptional 090 day onboarding and adoption experience for our valued clients. Your mission is to ensure customers achieve rapid time-to-value, strong initial product adoption, and outstanding onboarding satisfaction, while building a foundation for long-term retention and value.

What You'll Do :

  • Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health for our highest-value segments.
  • Own the customer journey; drive KPIs including onboarding completion, time-to-value, scheduled meeting attendance, product adoption milestones, and health score (% in "green").
  • Ensure CSMs deliver proactive, high-touch onboarding, adoption, and strategic engagementincluding scheduling, delivery, documentation, follow-up, and post-call actions.
  • Drive strategies and programs that maximize customer lifetime value (CLTV) through proactive engagement, ongoing adoption initiatives, and long-term relationship management.
  • Develop and lead proactive outreach programs that drive greater adoption of new add-on products and optimization of current customer implementations.
  • Monitor all customer onboarding and adoption progress in CRM / Freshdesk; identify trends, risks, and at-risk accounts for intervention.
  • Facilitate seamless cross-functional collaboration with :
  • Implementation Advisors for quick basic account set-up
  • AMs for CSQLs - CSM identify and refer qualified expansion opportunities
  • TAMs for technical support escalation
  • Product / Enablement / Training for feedback loops, process improvements, and feature insights.
  • Support team for priority Q&A
  • Serve as escalation point for at-risk or blocked customers during onboarding / adoption phases, driving faster resolution and customer rescue strategies.
  • Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes; participate in building KPI dashboards.
  • Maintain regular team stand-ups, coaching sessions, and continuous enablement, developing both process excellence and team culture.
  • Ensure feedback from onboarding / adoption engagements is captured for continuous product, process, and customer experience improvement.
  • Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers
  • Overseeing engagement and communication with enterprise accounts.
  • Key Success Metrics :
  • Onboarding completion % (within goal timeframe)
  • Product adoption & milestone attainment rates (within 90 days)
  • Customer health : % of accounts in "green"Show / no-show rate on scheduled CSM calls
  • CSAT / NPS on onboarding / adoption experience
  • Volume and quality of CSQLs referred to AMs
  • Engagement rates
  • Escalation / rescue response and success rates
  • KPIs for this role may evolve over time based on business needs and strategic priorities.

What You'll Bring :

  • Bachelor's degree or equivalent experience
  • 3+ years of experience leading customer facing, SaaS teams (CSM, onboarding or Account Management)
  • Proven delivery of onboarding, adoption, or customer health programs at scale (team of 12-15 preferred)
  • Dedicated people manager, you are passionate about mentoring, leading, and contributing to the professional development of your team.
  • Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training)
  • Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.)
  • Strong analytical, process-building, and program management skills (KPI and SOP ownership).
  • Demonstrated data driven approach to problem solving.
  • Track record of coaching, mentoring, and empowering high-performance teams
  • Excellent communication, collaboration, presentation and time-management skills
  • Proactive and inquisitive; not hesitant to seek clarification.
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