Summary

The Customer Success Specialist is a hybrid support and customer success role dedicated to Grow, PushPress's CRM and marketing automation add-on built on GoHighLevel (GHL). Like our Technical Support Specialists, you're methodical with systems and precise under escalation. Like our Onboarding Specialists, you teach, coach, and carry a client through a real lifecycle rather than a single ticket. You bring both together for one product: helping clients set up and adopt Grow through our paid White Glove onboarding service, stepping in when a Grow account is at risk of churning, and owning technical Grow escalations in the general support queue.

This role requires genuine CRM fluency — you should be comfortable inside GHL's workflow builder, automations, and integrations the way a technical support engineer is comfortable inside a codebase.

Purpose

To increase Grow adoption and retention by giving clients one technically credible point of contact across setup, escalation, and churn risk — reducing the handoffs between onboarding, support, and retention that a CRM-technical product like Grow doesn't tolerate well.

Core Responsibilities

• White Glove Onboarding (Add-On Service)

• Serve as the onboarding contact for clients who purchase White Glove, PushPress's paid, done-for-you Grow setup service

• Host live Initial and Follow-up onboarding calls focused on hands-on CRM setup: workflow builds, automations, website/CRM forms, and A2P/SMS configuration

• Track client progress toward setup milestones, proactively follow up on stalls, and ensure delivery lands within the service's committed window

• Customize the build to each client's goals and business model rather than applying a generic template

• Document scope, findings, and delivery notes so the engagement is auditable end to end

Grow Churn & Retention

• Take churn-save calls for Grow clients citing cost, complexity, or disengagement, and walk them through a tier or configuration change that keeps the account rather than losing it entirely

• Own the technical side of any downgrade or reconfiguration: plan changes, automation audits (so nothing keeps firing after access changes), and confirming the client's remaining setup still works

• Tag and track save outcomes so retention reporting reflects what actually happened on the call, not just the billing change

Technical Grow Support & Escalations

• Own escalated Grow tickets in the support queue that require real CRM depth: broken automations, integration failures, plan-entitlement mismatches, and A2P/SMS issues frontline support can't resolve

• Validate and reproduce technical issues before escalating further, submitting clean, complete tickets rather than passing along ambiguity

• Act as the internal subject matter expert on Grow/GHL behavior for the rest of the support and onboarding teams

• Maintain internal documentation on common Grow issues, fixes, and edge cases

• Surface recurring product gaps or friction patterns to CX Ops and Product

What You'll Need

Level Expectations

This is a mid-level IC role requiring working CRM/GHL fluency on day one. You are expected to:

• Operate independently across all three responsibility areas without needing a specialist handoff for each

• Recognize whether a client's issue is a technical bug, a setup gap, or a churn signal, and respond accordingly rather than treating every ticket the same way

• Be the go-to resource for complex Grow/GHL questions across the support and onboarding teams

• Surface patterns across escalations and churn calls back to CX Ops and Product

• Contribute to White Glove checklists, churn playbooks, and Grow help documentation as gaps are found

Skills & Competencies

• Genuine CRM/marketing automation fluency: workflow builders, automations, integrations, A2P/SMS compliance

• Strong communicator, able to teach a client through a live setup call as easily as you write a clean technical escalation

• Calm and clear in high-stakes churn conversations, can hold a difficult tradeoff without losing the relationship

• Detail-oriented and process-driven, follows through on checklists and audits without being chased

• Comfortable translating between non-technical customers and more technical internal teams

• Curious and resourceful under ambiguity, comfortable in a fast-paced, evolving product

Education & Experience

• 2-3+ years in a technical support, implementation, or customer success role in SaaS

• Direct experience with GoHighLevel or a comparable CRM/marketing automation platform required

• Prior churn-save, retention, or high-stakes client conversation experience a plus

• Fitness industry or PushPress product experience a plus

Tools & Systems

• • Grow (GoHighLevel), Intercom, HubSpot, Linear, Calendly

  • Slack, Zoom, Google Workspace, Notion

Key Metrics

• White Glove Delivery: % of engagements completed within the committed service window; onboarding CSAT (95%+)

• Save Rate: % of churn-save calls that result in a retained account

• Escalation Accuracy: % of technical escalations resolved or routed with complete, reproducible detail

• Resolution Speed: Time to resolution for Grow technical escalations

• CSAT (Technical/Grow tickets): Maintain 95%+

• Support Interactions During Onboarding: Lower is better, a proxy for setup clarity

Our Values Embodied

• We are Mission Obsessed  —  Champions the client relationship even in a downgrade or save conversation; we win when our customers win.

• We are a High Performance Team  —  Carries a client from setup through escalation through churn risk without handing off the relationship; solves the root cause.

• We Challenge Ourselves  —  Grows into a go-to Grow/GHL expert; faces the gap and keeps raising the bar.

• We Challenge the Status Quo  —  Diagnoses whether an issue is technical, educational, or a churn signal — and moves between all three in the same day; surfaces patterns to Product with evidence.