Customer Success Team Lead
United States
Customer Success – Implementation Services /
EE Full-Time /
Remote
About Us
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. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals.
HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.
Our People
With 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 Impact
Every month, 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. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen
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 roles
Offer continuous feedback, coaching, and training to team members, helping them develop their skills and advance in their career
Conduct, track, and report to managers training progress and quality assurance during the employee lifecycle
Acquainted 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 ectc
Serve as the first point of contact for management-level inquiries and assist with escalations as a key escalation resource within the Customer Success organization
Drive 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 data
Ensure the team remains motivated, engaged, and aligned with company goals by fostering a positive and collaborative team culture
Implement and enforce standard operating procedures (SOPs) for customer success workflows, ensuring consistency and efficiency across the team
Continuously review and improve documentation to ensure it stays up to date and aligns with evolving customer success strategies
Perform other duties as assigned or modified based on changing business needs.
What You’ll Bring:
Associate's or Bachelor's degree (equivalent experience is a plus)
SaaS software experience
Project management skills (experience is a plus)
People leader at heart: You enjoy 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 both internally with the team and externally with customers
Excellent listening, presentation, and communication skills at all level's
Technically savvy with an interest in leveraging data, analytics, and automation to drive demonstrable customer and team success
Training and mentoring excellence. Strong customer-facing communication skills
Excellent written and verbal communication skills, with the ability to explain complex concepts clearly to customers and internal stakeholders.
Strong leadership and team management skills with a proven ability to motivate and inspire others
Thrive in a face paced environment
Ability to think critically and problem-solve in high-pressure situations.
Solutions based mindset
Basic computer and Excel skills
Strong documentation skills, including the ability to create, maintain, and improve internal documentation and processes.
Equal Employment Opportunity Information
The 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.
