Customer Success Team Lead

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+ team members 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 team members wherever they call home.

Our Website - https://www.gohighlevel.com/ 

YouTube Channel - https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g 

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/ 

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

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.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organization 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 awesome service to our clients and learning from one another along the way!

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.