SAAS Customer Success Manager

We're Hiring: Customer Success Manager (Remote)

We're Strid CRM, a GoHighLevel-based platform built specifically for real estate and land investors. Our mission is to make sure every client who joins us not only stays, but actually runs a better business because of it.

As we scale, we're looking for a Customer Success Manager who combines genuine people skills with deep platform knowledge. You will be the person our clients rely on when they need help, and the person we rely on to keep them from leaving.

This role requires real GoHighLevel expertise. You will be configuring sub-accounts, troubleshooting automations, guiding A2P registration, and running technical onboarding calls every week. If that excites you, keep reading.

What You'll Do

Onboard every new customer, hands-on.
You lead 1:1 onboarding calls with new subscribers and walk them through the full technical setup: pipeline configuration, custom fields, lead imports, phone number setup, call forwarding, A2P/10DLC SMS registration, and the AI agent. You will also guide customers migrating from platforms like Pebble, Follow Up Boss, Podio, and Salesforce. The goal is to get each customer to their "aha ---------- nt," the point where the platform clicks, as fast as possible.

Monitor account health and get ahead of churn.
You track every account weekly using GoCSM, segmenting customers into health tiers. When someone goes quiet, you reach out before they cancel. When someone does cancel, you have the retention conversation, collect the real feedback, and d ---------- whether a save is possible. You own the outcome either way.

Handle the hard technical stuff.
You are the escalation point for complex platform issues: broken automations, phone porting failures, Zapier integration bugs, lead routing problems, and snapshot rollouts. You coordinate with the dev and ops team when something needs to go deeper, and you document the fix so it doesn't happen again.

Manage a small support team.
You oversee one or two GHL support reps who handle first-line tickets. You train them, write their SOPs, hold them accountable, and make sure client issues get resolved without needing to escalate everything to you.

Build training resources and documentation.
You create training modules for customers on features like Smart Lists, automations, and pipeline management. You maintain SOPs for your own role. You contribute to group training calls when needed.

Be the voice of the customer internally.
You join a weekly alignment call with the CEO to review account health, churn signals, and product friction. The best product improvements we've made have come from this feedback loop, and that will continue with you in this seat.

What We're Looking For

Deep GoHighLevel experience: this is the job.
You need to be able to build and troubleshoot workflows, configure sub-accounts, manage snapshots, set up smart lists, and guide customers through A2P registration without Googling it. "Comfortable with GHL" is not enough for this role.

Excellent English communication.
Confident and warm on Zoom calls. Clear and professional in writing. Most of your clients are US-based operators who are not particularly technical; you need to explain complex setups in plain language without making anyone feel lost.

A proactive mindset.
You do not wait for tickets. You notice when a customer has not logged in for two weeks and you pick up the phone. You flag churn risk before it becomes a cancellation.

Organized and reliable.
You follow through, document what you do, and take ownership of your accounts without needing to be chased.

Requirements
- 2+ years in Customer Success, Account Management, or SaaS Support
- Deep hands-on GoHighLevel experience (required: will be tested in the interview)
- Working knowledge of A2P / 10DLC SMS registration and phone porting
- Experience building and troubleshooting GHL automations, workflows, and smart lists
- Comfortable running daily screen-share video calls with clients
- Strong written and spoken English
- Experience managing or mentoring junior support staff
- Availability to overlap with US Eastern or Central time

Bonus Points
- Experience in land investing, real estate acquisition, or a related industry
- Familiarity with GoCSM or similar customer health tools
- Experience with Zapier or n8n integrations
- Background migrating clients from Pebble, Follow Up Boss, Podio, or Salesforce

Why Strid

We are a focused, fast-moving team with a clear niche and a growing client base. You will not be one of fifty CSMs working from a script. You will have real ownership, a direct line to leadership, and the ability to shape how customer success works here as we scale. This role has genuine growth potential; the person who grows with us will eventually lead the entire CS function.

Compensation & Details
- Full-time (part-time considered for exceptional candidates)
- Remote, global applicants welcome
- Competitive rate based on experience and communication fluency
- Direct reporting relationship to CEO

How to Apply

Submit the following using the application form below:

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1. Your resume
2. A professional photo
3. A 1 to 2 minute Loom video answering these two questions:

* Walk us through a GHL setup or troubleshooting situation you handled recently. What was the problem, and how did you resolve it?
* How would you handle a client who is two weeks in, hasn't logged in once, and missed their onboarding call?

We review every submission personally. If your Loom shows us someone who knows GHL and genuinely cares about clients, we will be in touch quickly.