Global Director, 24/7 Customer Delivery & Retention
HighLevel, Inc.
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Job summary
HighLevel is seeking a Sr. Director, Customer Delivery to own the quality and outcome of every live interaction after purchase—onboarding, on‑demand rooms, and ongoing CS management through renewal.
You will lead a global team across the United States and India in a 24/7 delivery model, measured by customer retention and outcome at three months and beyond.
The role requires 12+ years in post‑sales leadership, experience with SMB/agency customers, and strong proficiency with common SaaS tools.
Qualifications
- 12+ years in post‑sales, customer success, implementation or service delivery leadership.
- Experience leading 200+ person delivery orgs with 24/7 coverage, spanning US/India.
- Bachelor's degree or equivalent in SaaS environment.
Responsibilities
- Own onboarding, Q&A and retention delivery across adoption, retention and product advisors, their managers, and the concierge function.
- Lead CSM across the United States and India, including segment model from named strategic accounts to pooled AI‑mediated coverage.
- Own coverage model for follow-the-sun delivery and ensure capacity planning funds it.
- Drive early‑lifecycle retention end to end through first quarter and beyond.
Skills
Education
Tools
Job description
HighLevel is seeking a Sr. Director, Customer Delivery to own the quality and outcome of every live interaction after purchase—onboarding, on‑demand rooms, and ongoing CS management through renewal.
You will lead a global team across the United States and India in a 24/7 delivery model, measured by customer retention and outcome at three months and beyond.
The role requires 12+ years in post‑sales leadership, experience with SMB/agency customers, and strong proficiency with common SaaS tools.
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