[Hiring] Customer Success Team Lead @Gohighlevel
Mar 29, 2025 - Gohighlevel is hiring a remote Customer Success Team Lead. 💸 Salary: unspecified. 📍Location: USA.
Role Description
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.
- 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, etc.
- 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 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.
Qualifications
- 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 levels
- 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 fast-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
Company Description
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 customers include over 60K agencies & entrepreneurs and 450K million businesses globally.
- 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.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 29, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
