Manager of Customer Success

4 days ago

Delhi, Delhi, India HighLevel Full time
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+ employees 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 employees wherever they call home.

Our Website

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YouTube Channel

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Blog Post

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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.

About the Role:

The 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 communications

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.

Responsibilities:

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

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organisation stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences while providing excellent service to our clients and learning from one another along the way Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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