PushPress
Computer Software / SaaS
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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.
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
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
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
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
Grow (GoHighLevel), Intercom, HubSpot, Linear, Calendly
Slack, Zoom, Google Workspace, Notion
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
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.
After you apply, unlock the direct contact details of the people who actually make the call. A quick follow-up makes you 5x more likely to land an interview.
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