About this role
About Us
HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals. HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.
Our People
With over 2000+ team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.
Our Impact
Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
Learn more about us on our YouTube Channel or Blog Posts
Who You Are:
You are a sophisticated strategic visionary possessing the operational credibility required to influence senior Customer Success leadership. You demonstrate the intellectual rigor to architect high-fidelity organizational structures from the ground up, transforming unstructured challenges into scalable frameworks. You possess the capability to conceptualize rigorous KPI blueprints and long-range roadmaps while simultaneously mastering the granular execution of workflow optimization and data integrity. Leveraging data-driven skepticism, you foster institutional alignment across executive cohorts, thriving within institutional ambiguity to transform institutional gaps into verified operational excellence.
What You’ll Be Doing:
Strategic Partnership & Executive Leadership Alignment
You are the embedded RevOps partner and strategic advisor to Implementation and Customer Success leadership. Your job is not to service requests — it is to make these organizations more effective by owning the operational and analytical layer they cannot build themselves.
Partner with the Sr. Director of RevOps and CS leadership to lead annual and quarterly planning — building bottoms-up operational plans grounded in real drivers, not just top-down targets
Own forecasting frameworks across the CS organization — customer health trajectories, adoption milestones, churn risk signals, and expansion revenue potential
Track actuals against plan with discipline — identify deviations early, diagnose root causes, and bring forward-looking recommendations rather than backward-looking summaries
Lead monthly and quarterly business reviews for CS leadership — owning the narrative, surfacing the strategic gaps, and driving action
Build the financial models and business cases that support investment decisions across the CS organization — new programs, new tooling, new headcount
Challenge assumptions with data — if CS leadership is making decisions based on instinct or anecdote, your job is to stress-test them with rigour
Implementation Operations
Implementation is a strategically important function within HighLevel's post-sale motion. Effective implementation drives measurable improvements in long-term customer outcomes — yet significant operational and strategic opportunities remain untapped. This role is accountable for building the RevOps foundation that unlocks those opportunities.
Own the full operational picture of the Implementation team — funnel metrics, engagement rates, completion rates, open office hours volumes, and downstream customer outcome correlation
Design and own the KPI framework for Implementation — defining what good looks like across every stage of the implementation journey and creating the measurement infrastructure to track it
Build the analytics layer that connects implementation activity to downstream customer outcomes — enabling leadership to make evidence-based decisions about where to invest and where to optimize
Identify strategic and operational gaps in how the Implementation program currently runs — and build the case for change with data, not just intuition
Own the RevOps relationship with the customer support platform (Freshdesk) — understand the system architecture, identify where it creates operational friction, and work proactively with the systems team to drive improvements
Flag data integrity issues, broken workflows, and reporting gaps to the systems team before they compound
Represent Implementation's operational needs in any tooling or platform investment discussions
Design and govern the process standards and documentation that give the Implementation organization operational consistency and institutional memory
Customer Success Operations
Customer Success at HighLevel is a high-potential, recently launched motion focused on driving product adoption, expansion revenue, and long-term retention for a specific customer segment. The function has strong early indicators but significant operational maturity headroom — this role is responsible for closing that gap.
Own the operational foundation for the Customer Success organization — processes, reporting infrastructure, KPI frameworks, and systems — building much of this from the ground up
Partner with CS leadership to define, align on, and operationalize the KPI framework for the team:
What does CSM effectiveness look like at HighLevel's scale?
◦ How is customer health measured and acted upon?
◦ What does meaningful engagement look like, and how is it tracked?
Build the analytics framework that connects CS activity to business outcomes:
◦ Customer health scoring and predictive churn signals
◦ Engagement depth and its correlation with retention
◦ Add-on and usage revenue attribution by CS activity type
◦ Cohort analysis of CS-engaged vs. non-engaged customer segments
Own the Success AI bot from a RevOps operational standpoint — track performance metrics, measure impact on customer experience and resolution quality, surface gaps between deflection rates and actual customer satisfaction, and work with the AI team on continuous improvement priorities
Design the operational cadences, escalation frameworks, handoff standards from Implementation, and renewal and expansion triggers that govern how CSMs manage their book of business
Partner with the systems team on CS tooling requirements — defining needs clearly, driving adoption, and ensuring data integrity
Retention Intelligence, Process Design & Organizational Leadership
One of the highest-value contributions this role can make is giving CS and Implementation leadership a clear, data-driven picture of what drives customer outcomes — and connecting that picture to business decisions.
Build and own the retention analytics framework — connecting team activity across Implementation and CS to downstream customer lifetime value, churn, and expansion outcomes
Develop the early warning system that gives CS and Implementation leadership proactive visibility into at-risk customers before churn becomes inevitable
Quantify the business impact of Implementation and CS at the leadership level — translating operational activity into revenue and retention outcomes that resonate at the executive level
Identify where product gaps are driving customer outcomes that CS and Implementation cannot fix through operational means alone — and surface those findings to Product with structured evidence
Feed CS and Implementation insights into the broader GTM customer lifecycle intelligence layer, in partnership with the GTM Strategy function
What You’ll Bring:
Analytically sharp — comfortable building retention models, cohort analyses, churn attribution frameworks, and health scoring methodologies from scratch
Strategic thinker with operational depth — sets direction and executes simultaneously
Proven ability to influence senior leaders — challenges assumptions with data, drives alignment without formal authority
Experience with customer-facing platforms (Freshdesk, Zendesk, Gainsight, Salesforce Service Cloud, or similar)
Proactive by instinct — surfaces what matters before it becomes urgent
Strong people leader — develops analysts, sets high standards, builds cultures of ownership
Comfortable building in ambiguity — creates structure from unstructured problems
Experience/Education/Certifications Required:
Possess 10+ years of professional trajectory across Revenue Operations, Customer Success Operations, or GTM Strategy, demonstrating high-fidelity expertise within sophisticated post-sale environments
Tier-1 MBA or institutional management consulting pedigree strongly prioritized; must demonstrate the intellectual rigor to architect solutions for complex organizational challenges with executive-level clarity
Proven track record of engineering Success Operations or Implementation frameworks from foundational stages to institutional scale
Demonstrated capability to establish the causal nexus between implementation velocity and quantifiable retention or revenue expansion outcomes
Sophisticated background in PLG or hybrid SaaS models, mastering the operational nuances where self-serve and high-touch assisted motions intersect
While specific certifications are not mandated, a verified history of strategic impact and operational excellence remains the primary benchmark for selection