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.
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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
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Own forecasting frameworks across the CS organization — customer health trajectories, adoption milestones, churn risk signals, and expansion revenue potential
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Track actuals against plan with discipline — identify deviations early, diagnose root causes, and bring forward-looking recommendations rather than backward-looking summaries
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Lead monthly and quarterly business reviews for CS leadership — owning the narrative, surfacing the strategic gaps, and driving action
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Build the financial models and business cases that support investment decisions across the CS organization — new programs, new tooling, new headcount
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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.
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Own the full operational picture of the Implementation team — funnel metrics, engagement rates, completion rates, open office hours volumes, and downstream customer outcome correlation
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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
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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
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Identify strategic and operational gaps in how the Implementation program currently runs — and build the case for change with data, not just intuition
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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
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Flag data integrity issues, broken workflows, and reporting gaps to the systems team before they compound
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Represent Implementation’s operational needs in any tooling or platform investment discussions
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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.
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Own the operational foundation for the Customer Success organization — processes, reporting infrastructure, KPI frameworks, and systems — building much of this from the ground up
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Partner with CS leadership to define, align on, and operationalize the KPI framework for the team:
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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?
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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
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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
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Design the operational cadences, escalation frameworks, handoff standards from Implementation, and renewal and expansion triggers that govern how CSMs manage their book of business
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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.
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Build and own the retention analytics framework — connecting team activity across Implementation and CS to downstream customer lifetime value, churn, and expansion outcomes
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Develop the early warning system that gives CS and Implementation leadership proactive visibility into at-risk customers before churn becomes inevitable
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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
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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
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Feed CS and Implementation insights into the broader GTM customer lifecycle intelligence layer, in partnership with the GTM Strategy function