• Lead, coach, and develop a high-performing team of CSM Managers and Senior CSM ICs, setting clear expectations, goals, and development plans. • Own hiring, onboarding, performance management, and career progression for the Enterprise CSM team. • Build a culture of accountability, customer-first thinking, and collaboration with adjacent teams (Implementation, Support, Product, Sales, RevOps). • Own team outcomes for a defined portfolio of HighLevel’s top Enterprise accounts (e.g., largest agencies, brands, and strategic partners). • Ensure the team executes regular executive business reviews (QBRs / EBRs), value realization plans, and multi-threaded relationships across customer stakeholders (C-level, operations, marketing, sales, IT). • Oversee renewal and expansion strategy within the segment; partner closely with Sales/Account Management on commercial motions while your team leads value and adoption. • Set and manage targets for GRR, NRR, product adoption, and CSAT/NPS across the Enterprise book of business. • Use data (health scores, product usage, support signals, billing/cancel reasons) to proactively identify risk, prioritize actions, and drive systematic “save” and “grow” plays. • Champion adoption of HighLevel’s AI-powered features (including Employee AI and conversation/automation tools) as core levers for value and stickiness. • Design and continuously refine Enterprise CSM playbooks across the customer lifecycle (onboarding transition, adoption, maturity, renewal, expansion). • Define team operating cadence: 1:1s, pipeline and risk reviews, QBR prep, segment reviews, and cross-functional cadences with Product, Support, and RevOps. • Standardize best practices for discovery, success planning, stakeholder mapping, and outcome tracking, while leaving room for CSM judgment on strategic accounts. • Act as the voice of the customer internally, translating feedback into clear, prioritized asks for Product, Engineering, and Support. • Collaborate with RevOps and Finance to forecast retention/expansion, validate models, and align incentive plans with Enterprise outcomes. • Monitor trends in cancellations, product usage, and support volume for top high value accounts; lead initiatives to close gaps or remove friction. • Keep a pulse on industry best practices in Customer Success, bringing new ideas and frameworks into HighLevel’s Customer Success org. • Roll up your sleeves to join strategic customer calls or escalations where executive sponsorship is needed.