Senior Director, Customer Delivery

🕒 September 30

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👔 Director

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Own onboarding, Q&A and retention delivery across adoption, retention and product advisors, their managers, and the concierge function • Lead Customer Success Managers across the United States and India, including the segment model and renewal forecast • Own the coverage model for a follow-the-sun, on-demand delivery organization • Own retention end to end through the customer's first quarter • Improve department-level performance and raise median performance across the measured population • Design and run staffing tests covering seniority, call length and segment-specific delivery motions • Operate within a flat headcount plan and quantify efficiency from automation and AI-assisted delivery • Partner with Revenue Growth, Support, Product and Revenue Operations on shared definitions, handoffs and funnel alignment • Build and develop the leadership bench, including decisions about a Director layer over Customer Success Management • Diagnose first-quarter customer success cohorts, products and delivery segments • Instrument delivery quality and manage forward capacity planning • Drive early-lifecycle retention and operate through leaders

🎯 Requirements

• 12+ years in post-sales, customer success, implementation or service delivery leadership, including 5+ years leading leaders • Experience running a 200+ person customer-facing delivery organization with a 24/7 or follow-the-sun coverage model, ideally spanning the United States and India • Experience owning a retention or time-to-value number at company level and moving it through a specific mechanism • Experience running both a high-volume advisor or agent motion and a named-account customer success book • Fluency in capacity modeling: occupancy, shrinkage, adherence and queue availability • Track record of improving throughput and outcomes during flat or declining headcount • Ability to inherit and develop strong managers • Experience serving SMB and agency customers at volume • Analytically self-sufficient and comfortable with data and forecasting • Ability to thrive in a fast-paced, remote-first global environment while managing multiple stakeholders • Bachelor's degree or equivalent experience in a SaaS environment • Proficiency with Google Suite, Zoom, Slack, and CRM or service platforms • Familiarity with HighLevel is a plus

🏖️ Benefits

• Remote-first global organization • Flexible location (“no matter where they call home”) • AI-driven delivery and automation environment • Opportunity to lead a global organization across the United States and India • Professional leadership development through building and leveling up leaders