[Hiring] Senior Director, Customer Delivery @HighLevel

Role Description

You are a post-sales operator who has run delivery at scale and knows that the work is won or lost in the middle of the organization, not at the extremes. You are equally comfortable in an executive conversation about capacity strategy and in a review of why a specific cohort of customers stopped succeeding in their third month. You thrive in ambiguity, move with urgency, and are known for improving outcomes without asking for more headcount.

As Sr. Director, Customer Delivery you own the quality and the outcome of every live interaction HighLevel has with a customer after they buy — the scheduled onboarding call, the on-demand rooms that run around the clock, and the ongoing Customer Success Management relationship through renewal. You lead a global organization of advisors, senior advisors, customer success managers and their leaders across the United States and India.

You are measured on one thing above all: whether the customers who start with us are still with us, and successful, three months later and beyond. You will inherit strong, tenured leaders you did not hire, a delivery model that runs 24/7 across time zones, and a mandate to improve outcomes on a flat headcount plan. The role suits a leader who can hold both halves of the post-sale motion at once — a high-volume advisor floor where the unit of work is the call, and a named-account success book where the unit of work is the relationship — and who knows why those two things need different management systems.

Key Responsibilities

• Implementation Services Leadership:
  • Own onboarding, Q&A and retention delivery across adoption, retention and product advisors, their managers, and the concierge function.
• Customer Success Management Leadership:
  • Lead CSM across the United States and India, including the segment model that runs from named strategic accounts down to pooled, AI-mediated coverage, and the renewal forecast that comes out of it.
• Capacity & Coverage:
  • Own the coverage model for a follow-the-sun, on-demand delivery organization — availability by window rather than average occupancy, adherence, and the capacity plan that funds it.
• Early-Lifecycle Retention:
  • Own retention end to end through the customer's first quarter. Most customers never work with a named success manager, so the durability of what happens in the room is the primary retention mechanism, not a handoff.
• Raising the Middle:
  • Move department-level performance and the size of the population you measure, rather than coaching the bottom quartile to average. Outliers are not the bar here; the median is.
• Evidence-Based Staffing:
  • Design and run the tests that answer how delivery should be staffed — senior versus non-senior advisors, call length, and which segments justify which motion — and let the results set the staffing shape rather than the other way around.
• AI-Driven Efficiency:
  • Operate within a flat headcount plan and make the efficiency case in numbers: what the organization would have needed without automation and AI-assisted delivery.
• Cross-Functional Partnership:
  • Partner across Revenue Growth, Support, Product and Revenue Operations on shared definitions, handoffs and one version of the funnel, so Customer Success and the rest of the business tell the same story.
• Leadership Bench:
  • Build and level up your leaders. You will decide whether and when to add a consolidating Director layer over Customer Success Management, and who should hold it.
• Other duties may be assigned and/or modified as business needs change.

What Success Looks Like

• First 30 days:
  • You can explain, with evidence, exactly where and why customers stop succeeding in their first quarter — which cohort, which product, which segment of the delivery organization.
  • You have confirmed that the round-the-clock coverage model is genuinely covered, window by window.
  • You have taken ownership of the in-flight staffing tests and made them measurable.
• Days 31–90:
  • Department-level adoption performance is moving on a growing measured population, not a shrinking one.
  • Delivery quality is properly instrumented, so it can be managed rather than sampled.
  • The forward capacity plan is signed off with an efficiency narrative attached.
• Days 91–180:
  • Early-lifecycle retention is off its plateau and holding.
  • The staffing question is answered on retention outcomes rather than on activity metrics.
  • Your leaders are operating a level above where they started, and you are running the organization through them.

Qualifications

• 12+ years in post-sales, customer success, implementation or service delivery leadership, including 5+ years leading leaders.
• Experience running a 200+ person customer-facing delivery organization with a 24/7 or follow-the-sun coverage model, ideally spanning the United States and India.
• You have owned a retention or time-to-value number at company level and can describe the specific mechanism you used to move it — not the dashboard you built to watch it.
• You have run both a high-volume advisor or agent motion and a named-account customer success book, and you understand why they need different management systems.
• Fluency in capacity modeling: occupancy, shrinkage, adherence and queue availability. You argue a staffing shape from data rather than from headcount requests.
• Track record of improving throughput and outcomes during a period of flat or declining headcount.
• You inherit strong managers well. You grow the people you are given rather than replacing them by default.
• Experience serving SMB and agency customers at volume. Our customer is a marketing agency or a small business owner, not an enterprise procurement team.
• Analytically self-sufficient — comfortable in the data, and willing to be wrong on the record about a forecast.
• Ability to thrive in a fast-paced, remote-first global environment, managing multiple stakeholders.
• Bachelor's degree or equivalent experience in a SaaS environment.
• Proficiency with standard business tools (Google Suite, Zoom, Slack) and CRM or service platforms; familiarity with HighLevel is a plus.

EEO Statement

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

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