Manager, Account Management

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 1 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. 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:  You are a strategic and people-focused leader with a proven ability to inspire and develop high-performing account management teams. You thrive in a fast-paced, high-accountability environment where you can combine strong business acumen, analytical thinking, and a passion for customer success. You bring a track record of leading and coaching teams to deliver measurable results, fostering a culture of collaboration, growth, and operational excellence. You are comfortable influencing cross-functional stakeholders, driving process improvements, and empowering team members to exceed KPIs while maintaining a customer-first mindset. As a natural mentor and communicator, you lead with empathy and clarity, providing structure, support, and actionable feedback that helps individuals and teams excel. You balance strategic direction with hands-on leadership, ensuring every account manager has the resources, guidance, and confidence to drive customer success and retention on the HighLevel platform. What You’ll Be Doing:

Lead, coach, and empower the Account Management team to consistently achieve KPIs, fostering a positive, high-performance culture built on accountability, collaboration, and growth.

Conduct impactful performance conversations, providing constructive feedback, managing conflicts, and guiding team members and junior managers toward career development goals.

Analyze and interpret data to identify trends, measure success against KPIs, and translate insights into actionable strategies for improving team performance and customer outcomes.

Provide technical resources, problem resolution, and corrective action plans as needed to support your team and ensure customer success.

Act as an escalation point for high-severity customer or team issues, ensuring timely resolution and exceptional client experience.

Own hiring, team design, career development, and performance reviews to build a strong pipeline of talent and future leaders within the AM organization.

Support Enterprise engagement strategy, ensuring Senior Account Managers and the broader team are equipped to manage and scale HighLevel’s largest and most strategic accounts.

Lead Team Meetings weekly

Partner cross-functionally with Sales, CS, Product, and RevOps to maintain account health, drive renewals, and ensure expansion readiness.

Collaborate with the operations specialist to execute sales programs, provide training, and monitor team performance, ensuring continuous improvement.

Champion a customer-first mindset, ensuring client feedback is captured and shared to inform product enhancements and process decisions.

Other duties may be assigned or modified based on 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:

Bachelor’s Degree or equivalent SaaS leadership experience strongly preferred.

8+ years of progressive experience leading fast-paced, results-driven, customer-facing teams within SaaS or Product-Led Growth environments.

3+ years of experience in staffing, hiring, performance management, career development, and coaching front-line employees and junior managers.

Proven ability to build, scale, and lead high-performing teams while fostering a culture of accountability, innovation, and growth.

Strong technical and product aptitude, with the ability to guide teams and customers in adopting and succeeding with the HighLevel platform.

Demonstrated expertise in data-driven decision-making, using analytics to measure impact, solve problems, and drive strategic initiatives.

Exceptional collaboration, time management, prioritization, and relationship-building skills across leadership, teams, and customers.

Ability to influence cross-functional stakeholders and champion new ideas that improve customer experience and account health.

Excellent verbal and written communication skills, with a proven approach to problem-solving and conflict resolution.

Experience with CRM systems and SaaS workflow tools; familiarity with topics such as social media strategy, funnels, and SEO is a plus (strategic understanding rather than hands-on execution)