Go High Level Agency Onboarding CSM

CLIENT SUCCESS MANAGER (CSM) APPLICATION REQUIREMENT Before being considered for this position, please record and send a 2-minute video introducing yourself. In the video, please cover: * Your name and where you are located * Your previous work experience * Any customer service, support, sales, or client-facing experience you have * Why you believe you would be a good fit for this role This video is important because this position involves speaking with customers by phone and text every day. We want to evaluate your English communication skills, confidence, professionalism, and ability to communicate clearly with clients. Company: Spark Growth Reports To: Owner Effective Date: ___________ 1. WHAT THIS ROLE IS You already handle onboarding. This SOP adds the next stage. Once a client is fully set up, you become their dedicated point of contact for everything that comes after. You are the person clients text, call, and rely on to keep their system running and to get changes made quickly. Our clients are home service businesses such as landscapers, plumbers, HVAC companies, roofers, electricians, and other contractors. They are busy, often in the field, and they do not speak marketing. Two things matter to them more than anything else: 1. Speed 2. Follow Through If you consistently do those two things, you will be a great CSM. Remember, you are not doing this alone. We are a team at Spark Growth. You have the website team, A2P and setup team, and everyone else in Slack. Lean on them. Using your team to get a client a fast and accurate answer is exactly what a great CSM does. 2. WHEN A CLIENT BECOMES YOUR CLIENT A client officially moves from onboarding to your client the moment A2P verification is approved on the final step. That means their account is fully onboarded and ready to use. When that happens: 1. Add the client to your CSM tracker. 2. Save their contact information under your dedicated CSM number. 3. Send your introduction message. 4. Confirm their preferred contact method and note it. From this point forward, you are their first point of contact for questions, requests, changes, and support. 3. YOUR DEDICATED LINE You will have your own dedicated number. Clients can text or call it. Calls forward directly to your phone so you can answer whenever possible. Use whichever communication method the client prefers. Keep this number professional and used only for CSM purposes. 4. RESPONSE TIME STANDARDS Situation: Any inbound text or call Target: Within 15 minutes Situation: Clear answer or next step with timeline Target: Within 2 hours Situation: Website change request assigned to web team Target: Same day Situation: After hours message Target: First thing next business day Important Rule: Even if you do not have the answer yet, acknowledge the request quickly. Example: Got it, I am on this and will have an update for you by 3 PM. Silence is the only real failure. 5. WHAT YOU DO DAY TO DAY A. Answer Questions Yourself Use your GoHighLevel knowledge to answer common questions directly. This will make up most of your workload. B. Route Website Changes To The Website Team You do not make website changes yourself. When a client requests a website change: 1. Gather all details. 2. Confirm the request back to the client. 3. Create a task in Slack for the website team. 4. Provide a realistic timeline. 5. Follow up when the work is complete. You own the relationship and communication. The website team owns the building. The client should never have to chase us for updates. C. Use The Team And Escalate When Needed Most questions should go to the team in Slack first. Only higher-level issues should go directly to the owner. 6. MESSAGE TEMPLATES Introduction Message Hi [Client Name], this is [Your Name] with Spark Growth. Now that your system is fully set up, I will be your main point of contact going forward. Anytime you need a change, have a question, or want to add something, just text or call me at this number. My job is to make sure everything keeps running smoothly for [Business Name]. Talk soon. Acknowledging A Request Got it [Name]. I am on this. I will handle it and get back to you by [Time]. Website Change Assigned Thanks [Name]. I have sent this to our website team. Expected turnaround is [X]. I will message you as soon as it is live. Closing The Loop Hey [Name], your change is live. Take a look here: [Link] Anything else you would like adjusted while we are in there? Buying Time Good question. Let me confirm the right answer so I do not tell you wrong. I will have it for you by [Time]. 7. GOHIGHLEVEL KNOWLEDGE YOU NEED Build confidence in these areas: * Sub-account navigation * Conversations * Text messaging * Email messaging * A2P status * Funnels and websites * Workflows and automations * Calendars and booking * Reputation and reviews * Dashboards and reporting * Phone settings and call forwarding You do not need to build everything yourself, but you should understand enough to answer questions and know when something needs to be escalated. If you hit a knowledge gap, ask for training rather than guessing. 8. COMMON SCENARIOS Client says: My texts are not going out. Action: Check A2P status first. Then check messaging settings. If needed, contact the A2P team in Slack. Client says: I want to change my website or add a page. Action: Gather details. Confirm request. Assign to website team. Provide timeline. Follow up when complete. Client says: How do I see my leads? Action: Walk them through Conversations or Dashboard. Offer a quick screen share or Loom video. Client says: A lead is upset or left a bad review. Action: Stay calm. Help where possible. Escalate sensitive situations. Client says: How much am I being charged? Action: Do not guess. Escalate to the owner. Client says: Can you do something outside our services? Action: Do not promise anything. Tell them you will check and get back to them. Escalate to the owner. Client says: I want to cancel. Action: Acknowledge professionally and escalate immediately to the owner. 9. LEAN ON YOUR TEAM FIRST Most questions do not need the owner. Use Slack first. Website requests: Ask the website team and assign the task. A2P questions: Ask the A2P team. General questions: Post in Slack and get guidance. When posting in Slack: * Include the client name * Explain exactly what you need * Attach screenshots if helpful The more context you provide, the faster your teammate can help. This should be your default approach. 10. WHEN TO CONTACT THE OWNER Contact the owner immediately for: * Unhappy clients * Cancellation requests * Billing questions * Pricing questions * Contract questions * Requests outside our services * Technical issues the team cannot solve * Anything sensitive or serious When escalating, provide: * Client name * What they need * What you have already done Keep the client informed while waiting. Example: Let me get you the right answer on this. I will be back to you shortly. 11. WHAT MAKES YOU GREAT AT THIS * Speed wins * Acknowledge every message quickly * Close every loop * Nothing is done until the client knows it is done * Talk like a person * Keep communication simple, friendly, and easy to understand * Never leave clients guessing * A timeline is always better than silence * Own the relationship You are the face of Spark Growth to that client. They should always feel like they have someone in their corner. COMPENSATION AND HOURS To be discussed.