Manager, Implementation

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, comprised of 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 15 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 domain names.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.Who You AreThe Manager of Customer Success is responsible for leading and inspiring the Customer Success team. The Manager of Customer Success is the key champion for ensuring HighLevel customers’ end-to-end lifecycle experience is exceptional. The goal is to maximize customer lifetime value through retention and own the “voice of customer” as part of HighLevel’s overall customers for life vision. The manager of Customer Success will be focused on ensuring the highest levels of customer success and end-user adoption as measured by retention, renewals and CLTV, and advocacy of HighLevel’s product and services. The Manager of Customer Success is a central role raising the voice of customer to a roar within HighLevel utilizing internal “HealDesk'' processes and communicationsWhat You’ll Do:Supervise a team of Implementation Advisors/Customer Care Representatives focused on solving customer issues and achieving high levels of customer satisfaction and retention and fostering a positive team culture. Accomplishes customer success human resourceManages employee recruitment, selection, training, scheduling, coaching, counseling, and discipline. Communicates job expectations, monitors performance, appraises contributions, plans compensation, and enforces policies.Help to develop a proactive approach to customer success by defining customer churn risk criteriaDevelop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementationsFacilitate industry-leading “voice of the customer” processes including feedback channels and continuous improvement methods to enhance customer experience.Conduct consistent and impactful performance conversations, conflict management and coaching sessions with team members and managers.Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagementDevise a customer contact methodology to monitor and improve renewal/retention ratesCan include managing or engagement with enterprise accountsEnsure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunitiesCoach team on customer success best practices and trainingProvide continuous knowledge growth opportunities for Highlevel features and productsCollaborate with cross-functional teams to ensure visibility and alignmentManaging 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 achievementBuild out a road map for successful implementations and ongoing support of this process and product engagement for teamServe as an escalation point for critical recruiting issue resolutionServe as an escalation point for at risk customers to promote product and resources that will help them be successfulLeverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customersContinued optimization of current process and future idealsWhat You’ll BringBachelor’s degree or equivalent experience7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management3+ years experience managing and leading technical, customer-facing teams of 12+ individuals.Project management skillsLeading a results driven teamPeople manager at heart, you love mentoring, leading and contributing to the professional development of those around youStrong collaboration, time-management, influencing and prioritization skills are critical to the success of this roleThe ability to build and maintain relationships internally with team and with customersExcellent listening, presentation and communication skills at all levelsStrong customer facing communication skillsDemonstrated data driven approach to problem solvingMust be a go-getter and not afraid to ask questionsMust have basic computer and excel skillsBachelor’s degree or equivalent experience7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management3+ years experience managing and leading technical, customer-facing teams of 12+ individuals.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 teamsExcellent communication, collaboration, presentation and time-management skillsProactive and inquisitive; not hesitant to seek clarification.Equal Employment Opportunity InformationThe company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.