Success Operations Coordinator

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 seeking a highly skilled Sr. Success Operations Coordinator to join our Customer Success team. The Sr. Success Operations Coordinator will play a pivotal role in optimizing operational processes, driving efficiency, and supporting the overall success of our customer base. This position is ideal for a results-oriented individual with expertise in project management, process improvement, data analysis, cross-functional collaboration and AI forward mindset. Ensuring that the customer success team can deliver a high-quality experience to clients.

Who You Are: 

This position works closely with the Manager of Success Operations to coordinate leadership objectives for our growing Success Team. The Sr. Success Operations Coordinator will primarily be responsible for implementing, maintaining, and managing the various automations, integrations, and other technological requirements necessary for our Success Team to handle all inbound Success Requests. This includes, but is not limited to, tools like HighLevel, FreshDesk, FreshCaller, FreshChat, Freshbot, ClickUp, Zoom, and Zapier, Tableau, Mongo,Pendo,zapier,AI,.

As an assistant in change management, and utilizing Agile Project Management methodologies, the Coordinator will help drive these projects to completion on time, with flawless execution and minimal disruption. Additionally, this position is responsible for documenting technological processes by maintaining field definition workbooks and internal technical manuals. Optimizing systems and ongoing monitoring on systems. Actively seeking scalable solutions for our current and future operations. Focused on leveraging AI in our functions. 

• Works closely with the Manager of Success Operations to implement organizational strategies and goals related to technology, processes, and change management.
• Assists the Manager of Success Operations in helping team leaders, managers, and department heads identify departmental needs and set goals.
• Collaborates across multiple departments to help achieve organizational goals and objectives in a timely manner.
• Deep understanding of customer lifecycle, retention strategies, and client relationship management.
• Ability to design and implement scalable systems and workflows that improve operational efficiency and customer experience.
• Proficiency in analyzing data and generating actionable insights (often using tools like Excel,HighLevel,Tableau,Pendo, etc.)
• Experience with CRM tools and platforms.
• Ability to lead, coach, and mentor a team, ensuring they are motivated and performing at their best.
• Strategic thinking, ability to develop and execute long-term plans that align with the overall company goals and objectives.
• Experience working with senior leadership to present insights and align on key initiatives.
• Responsible for assisting with the implementation and change management processes of assigned projects, ensuring all stakeholders are consulted, informed, and equipped as changes occur.
• Oversees Success Ops Coordinators to ensure they adhere to the documentation of Customer Success procedures, processes, and internal training materials.
• When necessary, works with Billing, Customer Care, Marketing, and other related teams to train and guide them on best practices for using the current success systems and associated processes.
• Executes on internal systems migrations, transition planning and implementations. 
• Monitoring, reporting and driving forward current and future tech stacks and systems. 
• Helps research, clean, and organize data and analytics, collaborating with Development and Data Analysts to create required reporting and analytics.
• Assists in editing and optimizing reports (e.g., Pendo, HighLevel) and automations (e.g., Zapier, FreshDesk, HighLevel) to meet the evolving needs of the company.
• Reports to the Manager of Success Operations on performance, optimizations, and upcoming initiatives.
• Demonstrates technical acumen to execute plans and convert them into workable solutions.
• Communicates a passion for customer success with a team player attitude.
• Manages AI system migrations, including the transition to new customer success platforms, AI tools, and automation systems.
• Coordinates data migration projects, ensuring the integrity, accuracy, and completeness of customer data as it moves between systems (CRM, customer success platforms, AI tools, etc.).
• Manages the implementation of AI-based systems within the Customer Success function, ensuring seamless integration with existing platforms (e.g., CRM, support tools, data management systems).
• Oversees AI tool selection, deployment, and configuration based on team needs and business objectives, ensuring alignment with customer success goals.
• ••Collaborates across all facets of the Success Organization to ensure all AI-related tools are integrated and continuously optimized to provide optimal results.

• Associate's degree or equivalent work experience, with a minimum of two years in software project management, operations, consulting, or technical support.
• At least four years of experience in an Operations role within the SaaS, Marketing, or SMB space.
• Knowledge of internal systems, such as HighLevel App, ClickUp, Zapier, Freshworks Suite, Zoom, etc.
• Ability to produce high-quality documents and SOPs that provide insight into the change management procedures for all company departments involved.
• Strong understanding and proficiency in software solutions and professional service offerings.
• Excellent written and verbal communication skills, with the ability to clearly articulate complex concepts and data to various audiences.
• Ability to handle ambiguity in a dynamic and fast-paced collaborative work environment.
• Prior experience utilizing various software integrations (e.g., Zapier, Freshworks, ClickUp, HighLevel, etc.).
• Experience with Excel and/or Google Sheets at an advanced level.
• Strong interpersonal communication skills.
• Ability to collect, report, and assess data from various sources.
• Strong analytical and organizational skills with superior attention to detail.
• Ability to handle multiple tasks in a fast-paced environment.
• Basic to advanced understanding of CSS, HTML, and/or API is not required but is a major plus for applicants.
• Strong analytical skills, with demonstrated ability to use data and AI to generate actionable business insights.
• Experienced with AI-driven customer success tools and platforms, such as AI-based CRMs, chatbots, and automated customer engagement solutions.
• Proven experience with data analysis and reporting tools (e.g., Tableau, Power BI, SQL) to leverage customer data for insights.

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.