Senior Manager, Revenue Operations

🕒 August 31

🇺🇸 United States – Remote

💵 $155k - $180k / year

⏰ Full Time

🟠 Senior

💹 Revenue Operations

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HighLevel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💼 Consulting

📦 Logistics

☁️ SaaS

💰 Series A on 2021-11

Consulting • Logistics • SaaS

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

📋 Description

• Partner with the Sr. Director of RevOps and Customer Success leadership on annual and quarterly planning • Own forecasting frameworks across the Customer Success organization, including customer health, adoption, churn risk, and expansion revenue • Track actuals against plan, diagnose root causes, and provide forward-looking recommendations • Lead monthly and quarterly business reviews for Customer Success leadership • Build financial models and business cases for Customer Success investments • Challenge leadership assumptions with data • Own Implementation funnel, engagement, completion, office-hours, and downstream outcome metrics • Design and own Implementation KPI frameworks and analytics infrastructure • Connect implementation activity to downstream customer outcomes • Identify operational and strategic gaps and build data-driven cases for change • Own the RevOps relationship with Freshdesk and collaborate with the systems team on improvements • Flag data integrity issues, broken workflows, and reporting gaps • Represent Implementation operational needs in tooling and platform investment discussions • Design and govern process standards and documentation for Implementation • Build the Customer Success operational foundation, including processes, reporting, KPIs, and systems • Define and operationalize Customer Success KPI frameworks • Build analytics for customer health, churn prediction, engagement, revenue attribution, and cohort analysis • Own the Success AI bot operationally, tracking performance, customer experience, resolution quality, and improvement priorities • Design operational cadences, escalation frameworks, handoff standards, and renewal and expansion triggers • Partner with the systems team on Customer Success tooling, adoption, and data integrity • Build retention analytics connecting Implementation and Customer Success activity to lifetime value, churn, and expansion • Develop an early warning system for at-risk customers • Quantify Implementation and Customer Success business impact for leadership • Surface product gaps to Product with structured evidence • Feed Customer Success and Implementation insights into the broader GTM customer lifecycle intelligence layer

🎯 Requirements

• 10+ years of professional trajectory across Revenue Operations, Customer Success Operations, or GTM Strategy • Tier-1 MBA or institutional management consulting pedigree strongly prioritized • Proven track record of engineering Success Operations or Implementation frameworks from foundational stages to institutional scale • Demonstrated capability to establish the causal nexus between implementation velocity and quantifiable retention or revenue expansion outcomes • Sophisticated background in PLG or hybrid SaaS models • Comfortable building retention models, cohort analyses, churn attribution frameworks, and health scoring methodologies from scratch • Experience with customer-facing platforms such as Freshdesk, Zendesk, Gainsight, Salesforce Service Cloud, or similar • Proven ability to influence senior leaders and drive alignment without formal authority • Strong people leadership experience, including developing analysts and setting high standards • Comfortable building in ambiguity and creating structure from unstructured problems • Specific certifications are not mandated

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