[Hiring] Director, Customer Growth & Activation @HighLevel

Role Description

As Director, Customer Growth & Activation you build the motion HighLevel does not have yet: reaching the right customer at the right moment when no live interaction is happening. Today, many new subscribers never engage with our implementation team, activation stalls, and there is no designed lifecycle motion for customers in their journey. You own the journey, the plays, the small team that runs them, and the enablement layer that makes them stick.

This is a builder's role, not a caretaker's. You will start with a team assembled from an existing customer care function, a set of numbers nobody currently owns, and a lot of cross-functional dependency. A large share of your upside sits on other teams' roadmaps, and getting that work prioritized is part of the job rather than an excuse.

Key Responsibilities

• Coverage: Own the rate at which new subscribers engage with Customer Success at all.
• Trial-to-Implementation Handoff: Own the conversion of customers who meet our Trial Experience team into customers who go on to work with Implementation.
• Customer Activation: Build and lead a team running prioritized, stage-based outreach on customers who have stalled.
• Journey & Messaging Design: Own the end-to-end first-90-days journey, touch sequencing, and channel mix.
• Lifecycle Expansion: Own expansion revenue for the customer cohorts that sit outside account management coverage.
• Deflection Quality: Own both the rate at which our AI assistants resolve customer needs without a human and whether those customers went on to activate.
• Activation Scorecard: Build the per-customer stage scorecard.
• Enablement: Own advisor and customer success manager ramp, and a coaching curriculum built from recordings of our actual top performers.
• Experimentation Discipline: Instrument every play with a hold-out group and a kill date.
• Cross-Functional Collaboration: Partner with various teams on lifecycle channels, cohort boundaries, funnel definitions, and platform fixes.
• Other duties may be assigned and/or modified as business needs change.

What Success Looks Like

• First 30 days: The activation team has names in seats; the highest-risk customer cohort is a standing, queryable list.
• Days 31–90: Two outbound plays are live with hold-out groups; the first-90-days journey is mapped end to end.
• Days 91–180: Engagement and the trial-to-implementation handoff are both visibly turning; lifecycle expansion is producing measurable revenue.

Qualifications

• 10+ years in growth, lifecycle, customer marketing, activation or post-sales revenue roles, including 4+ years leading a team.
• Experience building a lifecycle or growth motion against an installed base.
• Experience with product-led or usage-based businesses.
• Analytically self-sufficient: able to write queries and define cohorts independently.
• Experience designing a customer journey as a system.
• Experience carrying a metric jointly with a peer organization.
• Ability to differentiate between a team problem and a platform defect.
• Experience owning a customer experience or experience-quality function.
• Comfortable being measured on numbers that are currently unowned or near zero.
• Experience serving SMB and agency customers at volume.
• Ability to thrive in a fast-paced, remote-first global environment.
• Bachelor's degree or equivalent experience in a SaaS environment.
• Proficiency with standard business tools (Google Suite, Zoom, Slack), marketing automation and CRM 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.