Associate Director, Customer Success

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

Learn more about us on our YouTube Channel or Blog Posts

Who You Are:

As an Associate Director, Implementation Services  you will oversee the implementations team and ensure alignment with departmental and corporate goals. Leading by example, you’ll provide exceptional leadership and prioritize superior customer service. Your role involves managing teams, developing strategies to drive onboarding and implementing customers, customer satisfaction, retention, service adoption, and collaborating across departments to optimize performance and revenue. You’ll be accountable for achieving top metrics, analyzing feedback, and implementing strategies for improvement, including training, staffing, and rewards programs. Additionally, you will foster a team culture aligned with our core values and support career growth for team members.

What You'll do

• Lead, coach, and develop a team of Sr. Managers and Managers, holding them accountable to KPIs and operational excellence.
• Foster a high-performance culture focused on growth, innovation, and proactive problem-solving.
• Ensure proper staffing, coverage, and preparation for seasonal demand and promotions.

• Drive product adoption, customer satisfaction, loyalty, and retention by leading initiatives to reduce churn and improve the overall customer experience.
• Engage directly with customers as needed to support your team in delivering value through proven implementation strategies.

• Leverage data and analytics to monitor customer health indicators and inform strategic decisions.
• Collaborate with the Customer Success Operations team to maintain accurate customer data and drive a consistent, data-led customer journey.
• Analyze trends and develop strategic action plans to improve customer service and experience.

• Partner with the Head of Success on staffing, budgeting, and resource planning
• Manage complex, cross-functional projects in collaboration with Sr. Managers and internal teams.
• Design and refine service processes to optimize workflows and improve service metrics.

• Establish and scale repeatable best practices and implementation strategies.
• Identify and implement process improvements to enhance team efficiency, productivity, and engagement.
• Ensure alignment and collaboration with other departments and Customer Success teams (Affiliate, Trail Experience, Marketing, Customer Care, Operations, Product, etc.) to address customer needs.
• Contribute to strategic initiatives and adapt responsibilities as business needs evolve.

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Minimum of 10-12 experience in Customer Success or a related field. With that, 3-4 years of managerial experience. Strong leadership, team management, and change management skills.
• Excellent communication and interpersonal skills.
• Proficiency in Customer Success software and tools.
• Analytical mindset with the ability to interpret and act on data.
• Proven track record of developing and implementing effective customer success strategies.
• Experience with cross-functional team collaboration
• Strong strategic thinking and decision-making skills, especially in scaling operations or improving efficiency.
• Familiarity with CRM systems and Customer Success technologies.
• Ability to manage multiple projects and priorities in a fast-paced environment

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.