HighLevel

Lead the strategic finance function, develop financial frameworks, and influence business decisions to drive growth and profitability. | Over 12 years in strategic finance or related fields, with leadership experience, deep SaaS and business model understanding, and strong communication skills. | About Us HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers 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, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames. 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 As of mid 2025, 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 each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. Who You Are HighLevel is seeking an experienced Director, Strategic Finance to build out the partnership with our GTM function, developing analytical + financial frameworks to influence decision making for our most business-critical questions. You will partner directly with senior GTM leaders across the business to help inform resource allocation, define operational and financial KPIs, own key inputs to revenue modeling and most importantly, proactively identify opportunities to drive growth or improve profitability. We are looking for someone with a strong track record of leading a strategic finance function in a high-growth private/public company, partnering with financial and non-financial stakeholders to influence key business decisions and building a high-performing team. You will report directly to the Head of Finance. What You Will Do • Functional Ownership: Lead our GTM strategic finance function, play a central role in defining how the team partners across the organization and act as a trusted advisor to senior leaders to influence + quantify key business decisions • Strategic Planning & Forecasting: Develop, own and improve the process of defining the business impact of key GTM investments, ensuring connectivity between our operational objectives and financial targets. Influence program objectives, structure and define success of GTM investments to ensure adherence to company-level efficiency targets. • Decision Support: Partner with senior GTM leaders to provide financial insights and scenario analysis supporting strategic initiatives, resource allocation, and investment decisions by leveraging an in-depth understanding of market dynamics, unit economics, pricing strategies, etc. - helping ensure financial assumptions translate into measurable outcomes • Business Case Development: Build robust operational + financial models for major projects, including ROI, LTV/CAC and payback analysis, to help teams quantify trade-offs between driving growth + profitability / articulate compelling financial narratives • Cross-functional Collaboration: Lead cross-departmental financial projects and drive alignment across teams on budgeting, resource planning, and strategic goals. • KPI Development & Tracking: Define and track key performance indicators / productivity metrics across Sales, Marketing, Support and Customer Success, etc. and lead performance measurement initiatives to drive accountability and transparency. • Team and Culture Building: Hire, mentor and guide other finance team members, fostering a high-performance, collaborative and data-driven culture. Architect scalable team structures, workflows, and governance models that support business growth while maintaining a high degree of quality. • AI-enabled Process Improvement: Identify and spearhead opportunities to leverage AI-based tools to streamline existing close / improve precision of forecasting processes, helping unlock team capacity to focus on other ad-hoc or high-impact analysis What You Bring • Bachelors degree in Finance, Economics, Business, or a related field (MBA or CFA preferred). • 12+ years of progressive experience in strategic finance, FP&A, investment banking, private equity, or corporate strategy in a late-stage / high-growth tech or public company environment, with at least 5+ years of leadership / management experience • Exceptional communication and presentation skills, with experience interfacing with executive teams, board members, and investors. • Excellent business partnering skills, with both financial and non-financial leaders; track record of advising operational and financial improvements across multiple areas in the business • Willingness and ability to operate at multiple levels - deep within the details and big picture - with strong awareness of when to leverage each to achieve a targeted outcome • Advanced modeling skills, including strong understanding of bottom-up financial modeling and tying together unit economics to the overall business impact • Deep understanding of SaaS and usage-based business models and metrics • Ability to jump into ambiguous questions or situations, identify the key variables and drive toward a successful outcome • Extraordinary ability to story-tell with data / analysis and distill complex topics and tradeoffs into a simple framework to influence decision making • Possess a bias toward action, strong work ethic, and player-coach mentality with experience driving operational outcomes under tight timelines • Advanced experience with Excel / Google sheets, BI tools (Tableau), financial planning tools (e.g. Adaptive Insights) and AI tools (e.g. GPT-based copilots, etc.) Strong Candidates May Also Bring • Track record of using AI to improve forecasting methodologies or drive process improvements • Experience building & scaling a strategic finance function from scratch The salary range for this position is $189000 - $277500 annually. (Bonus Pay included) EEO Statement 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Remote Skills: Analysis Skills, Application Programming Interface (API), Artificial Intelligence (AI), Budgeting, Business Administration, Business Case, Business Growth, Business Intelligence Software, Business Model, Business Processes, Business Skills, Business Strategy, Business Support, Chartered Financial Analyst (CFA), Coaching, Communication Skills, Cross-Functional, Customer Support/Service, Data Analysis, Decision Support, Distributed Databases, Economics, Entrepreneurship, Finance, Financial Modeling, Financial Planning, Financial Planning and Analysis (FP&A), Financial Strategy, Forecasting, Investment Services, Leadership, LifeTime Value (LTV), Maintain Compliance, Marketing, Mentoring, Metrics, Microservices, Operational Improvement, Performance Analysis, Performance Metrics, Presentation/Verbal Skills, Private Banking, Process Improvement, Product Pricing, Profit & Loss, Resource Management, Return on Investment (ROI), Sales, Software as a Service (SaaS), Strategic Planning, Tableau, Team Player About the Company: HighLevel

Lead and develop retention and de-escalation teams to improve customer lifetime value and reduce churn, while collaborating across functions to optimize customer journeys. | Extensive experience in SaaS customer retention, managing large teams, and proven success in reducing churn and increasing revenue retention. | About Us HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers 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, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.. 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 Who You Are: You are a customer-obsessed retention leader who thrives at the intersection of customer experience, success, support, and operations. You excel at building high-performing teams that don’t just solve problems, they prevent them. You bring deep expertise in customer lifecycle management, churn prevention, early adoption, and de-escalation. You know how to develop managers, scale programs, and use customer insights to drive measurable improvements in retention, NRR, and product adoption. You are energized by helping customers find value quickly and by creating an environment where teams feel empowered, accountable, and proud of the experience they deliver. As the Director,Customer Retention, you will lead and evolve HighLevel’s retention engine across early adoption, de-escalation, frontline care, and customer value realization. You will partner closely with cross-functional teams to ensure customers achieve success in their first 90 days — the most critical driver of long-term retention. You thrive in high-growth environments, take ownership of customer outcomes, and operate with a balanced mindset of strategy, operational excellence, and people leadership. What youll be doing: Retention Leadership & Strategy • Lead and oversee 3 Customer Care/Retention teams (40+ members) focused on proactive resolution, engagement, and churn prevention. • Rebuild the org from "Customer Care” into a Retention & De-Escalation Center designed to protect revenue and reduce churn at scale • Create and operationalize retention frameworks that eliminate friction, close expectation gaps, and accelerate adoption. Early Adoption & Customer Health • Drive early activation, onboarding success, and value realization across the first 90 days, the period most correlated with long-term retention. • Identify customer-risk patterns early and design playbooks that trigger proactive outreach before churn happens. • Ensure the team is skilled and certified in all onboarding SOPs, including KO Calls and Implementation Calls. Cross-Functional Collaboration • Partner with Customer Success, Account Management, Support, Product, and Marketing to create a seamless, retention-driven customer journey. • Translate frontline insights into product improvements, experience fixes, and revenue-impacting initiatives. • Influence product roadmap decisions through customer insights, patterns, and root-cause analysis from frontline interactions. Operational Excellence • Own and run a revenue-retention operating model with clear KPIs tied to gross retention, save rate, activation milestones, and churn attribution • Own and improve the metrics that matter, including: • Net Revenue Retention • Early adoption rates • Escalation deflection • Establish a performance system that measures and improves the quality, coverage, and speed of customer save motions and optimizes capacity and routing models so the highest-revenue and highest-risk customers receive prioritized attention • Standardize SOPs, documentation, and workflows that allow retention operations to scale efficiently. • Implement forecasting discipline for churn and saves, improving visibility of revenue risk and enabling proactive interventions • Champion automation and process innovations that reduce manual effort and improve customer outcomes. Leadership & People Development • Lead, coach, and develop frontline managers and team leads — building a leadership bench that can scale with the org. • Foster a culture of high accountability, continuous improvement, and customer-centric problem solving. • Own capacity planning, staffing forecasts, and headcount alignment to support organizational growth. What You’ll Bring: • 12+ of experience, a proven track record of improving Gross & Net Revenue Retention in a SaaS environment, with clear playbooks that moved the needle (early adoption, de-escalation, save motions, product activation). • 5+ years managing managers, with proven success leading large teams of 20+ people. • Demonstrated ability to transform reactive support or care teams into proactive, retention-driven organizations. • Expert at turning reactive support environments into proactive revenue-saving teams, with measurable reductions in involuntary and voluntary churn • Strong commercial mindset — understands plan mix, cohort behavior, discount impact, and how customer experience directly influences revenue outcomes. • Deep fluency in early lifecycle metrics (activation, onboarding milestones, first-value attainment) and how these correlate to long-term retention and expansion. • Proven experience building de-escalation frameworks, early adoption programs, or churn reduction initiatives with measurable results. • Strong operational mindset with expertise in SOP development, process improvement, and scaling through systems and tooling. • Exceptional coaching ability — you build leaders who build strong teams. • Strong collaboration and stakeholder management skills across product, marketing, success, support, and operations. • Highly analytical, data-driven, and able to translate insights into actionable strategies. • Positive, resilient, and passionate about helping customers achieve long-term success. Experience/Education/Certifications Required: • Bachelor’s degree in Business, Communications, Management, or a related field (or equivalent practical experience). • MBA or advanced degree preferred but not required. The salary range for this position is $114000 - $177000 annually. (Variable Pay included) 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Remote Skills: Analysis Skills, Application Programming Interface (API), Artificial Intelligence (AI), Automation, Business Administration, Capacity Management, Coaching, Continuous Improvement, Cross-Functional, Customer Acquisition, Customer Experience, Customer Retention/Renewal, Customer Service Evaluation, Customer Support/Service, Customer/Client Research, Distributed Databases, Documentation Standards, Entrepreneurship, Establish Priorities, Forecasting, Improvement Metrics, Leadership, Machine Tool, Marketing, Metrics, Microservices, Onboarding, Operational Strategy, Operational Support, Operations Management, Performance Metrics, Problem Solving Skills, Process Improvement, Product Marketing, Product Planning, Product Support, Productivity Model, Quality Management, Resolve Customer Issues, Risk, Risk Analysis, Root Cause Analysis, Sales, Sales Management, Software as a Service (SaaS), Standard Operating Procedures (SOP), Team Lead/Manager About the Company: HighLevel

Lead all press, media, and external communications to enhance brand visibility, develop and execute media strategies, manage agency relationships, and support executive and internal communications, including crisis management. | Over 15 years of experience in corporate communications, proven success managing media relations, developing executive messaging, and handling crisis situations, with strong leadership skills and experience managing external agencies. | 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. Who You Are The Senior Director of Marketing Communications is a strategic leader responsible for shaping, protecting, and elevating HighLevel’s brand narrative across all public-facing channels. This role oversees press, media relations, external communications, and executive communications, and partners closely with Legal, Finance, and executive leadership to ensure alignment on all corporate messaging, including investor communications. The ideal candidate is a seasoned communicator with extensive experience managing agencies, driving media strategy, and navigating high-stakes or crisis situations. What You’ll Be Doing Press, Media & External Communications • Lead all press, media, and public-facing communications to strengthen brand visibility and reputation. • Develop and execute a comprehensive media strategy aligned with business and growth objectives. • Build, manage, and sustain strong relationships with journalists, reporters, analysts, and media outlets. • Oversee creation of press releases, media statements, executive quotes, fact sheets, and story pitches. Financial, and Regulatory Communications • Work closely with Finance, Legal, and executive leadership to develop compliant, accurate, and compelling investor-related messaging. • Ensure all public communications align with regulatory guidelines and best practices. • Prepare executives for financial communications, investor meetings, and media interactions. Agency & Vendor Management • Manage all PR agencies and consultants, ensuring alignment with HighLevel’s messaging and priorities. • Evaluate agency performance and guide strategic direction for earned media efforts. • Oversee budgets, contracts, and cross-functional workflows with external partners. Executive & Internal Communications • Support executive communications, including speeches, talking points, presentations, and messaging frameworks. • Assist leaders in translating strategic initiatives into clear communication for internal and external audiences. • Partner with internal comms teams to ensure alignment and consistency across company messaging. Crisis & Reputation Management • Own HighLevel’s crisis communication strategy and response protocols. • Act as primary communication lead during high-risk or reputational events. • Create proactive and reactive messaging to mitigate brand exposure and protect trust among customers, partners, and investors. • Maintain scenario plans and cross-functional readiness for crisis response. People Leadership & Team Development • Lead, mentor, and develop a high-performing Marketing Communications team. • Define team structure, roles, and development pathways aligned with organizational goals. • Set clear performance expectations, provide regular feedback, and conduct performance reviews. • Oversee resource planning, hiring, onboarding, and succession planning for the communications function. What You’ll Bring • 15+ years of progressive experience in communications, PR, corporate communications, or related fields. • Proven experience managing media relations at high-growth tech companies, SaaS organizations, or regulated industries. • Demonstrated success developing communication strategies for executives, crisis situations, and major corporate milestones (e.g., IPO preparation). • Strong understanding of financial communication, compliance considerations, and cross-functional alignment with Legal/Finance teams. • Excellent written, verbal, and storytelling abilities with exceptional editorial judgment. • Experience managing PR agencies and complex communication programs. Preferred • Experience supporting companies through IPO readiness or public market transitions. • Background working with global, distributed teams. • Existing relationships with tech, business, and financial press. • Bachelor’s or Master’s degree in Communications, Journalism, Public Relations, Marketing, or related field. The salary range for this position is $238000 - $300000 annually (Bonus Pay included) 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Remote Skills: Application Programming Interface (API), Artificial Intelligence (AI), Best Practices, Brand Messaging, Brand Strategy, Budget Management, Business Growth, Cloud Computing, Communication Skills, Corporate Communications, Corporate Messaging, Crisis Management, Cross-Functional, Data Management, Distributed Databases, Domain Names, Entrepreneurship, Finance, Financial Compliance, Financial Regulations, High Tech Industry, Journalism, Leadership, Legal, Marketing, Marketing Communications, Marketing Communications Strategy, Mentoring, Microservices, Onboarding, Performance Reviews, Presentation/Verbal Skills, Press Releases, Public/Media/Press/Analyst Relations, Regulations, Risk, Sales, Small Business, Software as a Service (SaaS), Storytelling, Strategic Planning, Succession Planning, Team Building, Vendor/Supplier Management, Writing Skills About the Company: HighLevel

Leading a team of Customer Success Managers to drive onboarding, adoption, retention, and customer health in a SaaS environment. | 7+ years of SaaS customer-facing team leadership, experience with CRM and workflow tools, strong analytical and process skills, and proven team mentoring ability. | About Us HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers 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, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames. 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 As of mid 2025, 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 each month. 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 Manager of Customer Success Management, you will lead a team of CSMs who collectively own a portfolio of accounts, drive retention, and focus on expansion and adoption of key products. Your mission is to ensure customers achieve rapid time-to-value, strong initial product adoption, and outstanding onboarding satisfaction, while building a foundation for long-term retention and value. What You’ll Do: • Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health for our highest-value segments. • Own the customer journey; drive KPIs including onboarding completion, time-to-value, scheduled meeting attendance, product adoption milestones, and health score (% in “green”). • Ensure CSMs deliver proactive, high-touch onboarding, adoption, and strategic engagement—including scheduling, delivery, documentation, follow-up, and post-call actions. • Drive strategies and programs that maximize customer lifetime value (CLTV) through proactive engagement, ongoing adoption initiatives, and long-term relationship management. • Develop and lead proactive out-reach programs that drive greater adoption of new add-on products and optimization of current customer implementations • Monitor all customer onboarding and adoption progress in CRM/Freshdesk; identify trends, risks, and at-risk accounts for intervention. • Facilitate seamless cross-functional collaboration with: • Implementation Advisors for quick basic account set-up • AMs for CSQLs - CSM identify and refer qualified expansion opportunities • TAMs for technical support escalation • Product/Enablement/Training for feedback loops, process improvements, and feature insights. • Support team for priority Q&A • Serve as escalation point for at-risk or blocked customers during onboarding/adoption phases, driving faster resolution and customer rescue strategies. • Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes; participate in building KPI dashboards. • Maintain regular team stand-ups, coaching sessions, and continuous enablement, developing both process excellence and team culture. • Ensure feedback from onboarding/adoption engagements is captured for continuous product, process, and customer experience improvement. • Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers • Overseeing engagement and communication with enterprise accounts. • Key Success Metrics • Onboarding completion % (within goal timeframe) • Product adoption & milestone attainment rates (within 90 days) • Customer health: % of accounts in “green”Show/no-show rate on scheduled CSM calls • CSAT/NPS on onboarding/adoption experience • Volume and quality of CSQLs referred to AMs • Engagement rates • Escalation/rescue response and success rates • (KPIs for this role may evolve over time based on business needs and strategic priorities) What You’ll Bring • Bachelor’s degree or equivalent experience • 7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management) • 3+ years experience managing and leading technical, customer-facing teams of 12+ individuals. • Dedicated people manager, you are passionate about mentoring, leading, and contributing to the professional development of your team. • Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training) • Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.) • Strong analytical, process-building, and program management skills (KPI and SOP ownership). • Demonstrated data driven approach to problem solving. • Track record of coaching, mentoring, and empowering high-performance teams • Excellent communication, collaboration, presentation and time-management skills • Proactive and inquisitive; not hesitant to seek clarification. The salary range for this position is $94000 - $125000 annually. 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. #LI-Remote #LI-KN1

Manage high-value customer accounts through regular check-ins, onboarding, and tailored solutions to drive retention and satisfaction. | At least 5 years in customer-facing SaaS roles, preferably with experience in HighLevel or similar platforms, strong communication and organizational skills, and Spanish language proficiency. | About Us HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers 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, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames. 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 As of mid 2025, 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 each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. What You’ll Be Doing: • Conduct regular check-ins, quarterly business reviews, and account audits for high-value customers to assess needs, drive satisfaction, and ensure retention • Build and manage relationships with high-ticket customers by setting clear expectations, addressing challenges, and delivering tailored solutions. • Lead and execute on-time client implementations while ensuring seamless onboarding and integration. • Effectively communicate best practices, strategies, and product insights to clients and internal teams to optimise customer success. • Act as a key liaison for customer feedback, translating business needs and product requirements into actionable solutions. • Maintain close collaboration with internal teams to ensure alignment, streamline processes, and meet customer expectations. • Configure test, and validate customer accounts to confirm that products meet business needs and function as intended. • Work cross-functionally within the Customer Success team to share knowledge, provide updates on customer engagements, and ensure smooth customer experiences. • Adapt quickly to product updates, feature releases, and changes, providing strategic communication to stakeholders. • Identify missed opportunities within customer accounts, driving adoption and maximising value through proactive training and support. • Consult with clients on priorities related to upcoming feature roadmaps and product enhancements • Proactively identify opportunities to improve processes, enhance revenue, and boost product efficiency. • Demonstrate technical acumen by developing workable solutions aligned with customer goals • Resolve issues and risks through collaborative, cross-functional efforts. • Stay up to date with product developments, maintain expertise in features and functionality, and deliver consistent education to customers • Exhibit a team-oriented attitude and a strong passion for customer success. • Take ownership of short-turnaround projects and deliver results under tight deadlines • Continuously improve customer relationship management processes to ensure optimal customer outcomes • Perform other duties as assigned in response to evolving business needs. What You’ll Bring: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Experience/Education/Certifications Required: • We’re looking for a dynamic and passionate Spanish-speaking Customer Success Manager to join our team • Bachelor’s Degree or equivalent SaaS experience is strongly preferred. At least 5 years in a customer-facing and/or implementation role, preferably within a SaaS organization • Prior experience using HighLevel or other similar vertical solutions preferred. • Proficiency in applications such as MS Office, Google Suite, Zoom, and Slack is strongly preferred • Demonstrates excellent time management, organizational abilities, and exceptional interpersonal communication skills, both verbal and written • Self-Motivated and proactive in maintaining regular communication with customers, management, and peers to ensure alignment and progress. • Exhibits strong critical thinking, effective communication, and creative problem-solving skills to address challenges and deliver solutions. • Skilled in managing sensitive customer issues with professionalism, tact, and diplomacy • Operates as a self-starter with a positive attitude, a strong sense of ownership, and a commitment to personal and professional growth within a dynamic team environment. • Adept at multi-tasking and navigating ambiguity in a fast-paced, collaborative workplace, ensuring priorities are managed effectively • Highly organized and capable of balancing multiple responsibilities while meeting deadlines and maintaining attention to detail.