VP of Customer Success
At HighLevel, we are on the path to building the Operating System for marketing Agencies. This position is for the leader of the Customer Success Organization across HighLevel will drive real business outcomes for customers. We are successful if our customers receive significant value from our product and services. We are looking for a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., adoption, optimization, retention, etc.) and outcomes (e.g., customer satisfaction, renewals, up-sell, etc.).
As Vice President, Customer Success, you lead our rapidly growing Customer Success, Customer Support and Service delivery within the organization and become an integral leader in transforming the way our customers achieve success. The overall Customer Success Team team is chartered with supporting our customers to help them drive product adoption, usage and most importantly, generate value from HighLevel. The ideal candidate will bring a customer first, customer value culture, along with a proven record of leading customer engagement/success teams in the SaaS environment.
The VP of Customer Success is responsible for the business strategy, its execution and results across the entire Customer Success organization. They will be responsible for the business results and for supporting the overarching goals of the HighLevel business and its customers across the lifecycle journey. Working across the business, this leader ensures cross functional collaboration, with Sales, Onboarding, Customer Support, Product, Enablement, Marketing, and Business Operations.
This leader will be transformative with exceptional operational skills and aptitude to lead the organizational growth at scale through both activities and outcomes. Additionally, the leader will be a people first leader who drives a positive, productive and collaborative culture.
Finally, the CSM leader together with their team, will use data and systems to analyze and measure key performance metrics to ensure that the strategy and direction is increasing adoption and customer business outcomes including usage, churn and net-retention.