Sr. Director, Customer Delivery (Fully Remote)

HighLevel; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

HighLevel is an AI-powered business operating system that helps agencies, entrepreneurs and SMBs build, automate and scale their businesses, supporting over 1 million businesses in 150+ countries. As a post-sales operator, you will oversee delivery at scale and partner with advisors to ensure successful onboarding and retention.

You will lead CS management across the US and India, drive renewal forecasts, and own the staffing model with evidence-based decisions to keep outcomes moving without

Qualifications

• Experience delivering post-sales services at scale.
• Excellent ability to communicate with executives and lead cohort reviews.
• Proven ability to operate in ambiguity and improve outcomes without additional headcount.

Responsibilities

• Lead onboarding, Q&A, and retention delivery across advisors.
• Lead customer success management across the US and India, including renewal forecasting.
• Own coverage model and staffing decisions based on evidence.

Skills

Post-sales operations

Delivery at scale

Executive communication

Job description

• Post-sales operator who has run delivery at scale.
• Comfortable in executive conversations and cohort reviews.
• Thrives in ambiguity and improves outcomes without more headcount.

Key Responsibilities:

• Lead onboarding, Q&A, and retention delivery across advisors.
• Lead CSM across the US and India, including renewal forecasts.
• Own coverage model and evidence-based staffing decisions.

What Success Looks Like:

• First 30 days: identify where customers fail in their first quarter.
• Days 31–90: move department-level adoption on a growing population.
• Days 91–180: retention off its plateau and holding.

HighLevel

HighLevel is an AI-powered business operating system that helps agencies, entrepreneurs and SMBs build, automate and scale their businesses, supporting over 1 million businesses in 150+ countries. With over 2,000 team members across 10+ countries, HighLevel is a global remote-first organization built for speed, ownership, and innovation.