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Director, Revenue Operations (Success)

GoHighLevel· Revenue Operations
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Remote$155k - $180kEE Full-TimePosted 1mo ago

About the role

Director-level RevOps leader focused on aligning Implementation, Customer Success, and post-sale operations to improve planning, forecasting, and data-driven decision making within HighLevel’s post-sale motion.

Responsibilities

  • 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
  • Own forecasting frameworks across the CS organization — customer health trajectories, adoption milestones, churn risk signals, and expansion revenue potential
  • Track actuals against plan with discipline — identify deviations early, diagnose root causes, and bring forward-looking recommendations rather than backward-looking summaries
  • Lead monthly and quarterly business reviews for CS leadership — owning the narrative, surfacing the strategic gaps, and driving action
  • Build the financial models and business cases that support investment decisions across the CS organization — new programs, new tooling, new headcount
  • Challenge assumptions with data — stress-test CS leadership decisions with rigorous analysis
  • Own the full operational picture of the Implementation team — funnel metrics, engagement rates, completion rates, open office hours volumes, and downstream customer outcome correlation
  • 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
  • Build the analytics layer that connects implementation activity to downstream customer outcomes
  • Identify strategic and operational gaps in how the Implementation program currently runs — and build the case for change with data
  • Own the RevOps relationship with the customer support platform (Freshdesk) — understand system architecture, identify operational friction, and drive improvements
  • Flag data integrity issues, broken workflows, and reporting gaps to the systems team
  • Represent Implementation's operational needs in tooling or platform investment discussions
  • Design and govern the process standards and documentation for Implementation
  • Own the operational foundation for the CS organization — processes, reporting infrastructure, KPI frameworks, and systems
  • Partner with CS leadership to define and operationalize the KPI framework for the team — CS effectiveness, health measurement, engagement tracking
  • Build the analytics framework connecting CS activity to outcomes — health scoring, churn signals, engagement correlations, attribution by CS activity, cohort analysis
  • Own the Success AI bot from a RevOps standpoint — track performance, surface gaps, prioritize improvements with AI team
  • Design operational cadences, escalation frameworks, handoffs from Implementation, renewal/expansion triggers for CSMs
  • Partner with systems on CS tooling requirements — adoption and data integrity
  • Build retention analytics framework — linking Implementation and CS to LTV, churn and expansion outcomes
  • Develop early warning system for at-risk customers
  • Quantify impact of Implementation and CS on leadership perspectives — linking to revenue and retention outcomes
  • Identify product gaps driving outcomes and surface to Product with evidence
  • Feed CS/Implementation insights into GTM lifecycle intelligence with GTM Strategy
  • Experience with customer-facing platforms (Freshdesk, Zendesk, Gainsight, Salesforce Service Cloud, or similar)
  • Proactive by instinct — surfaces what matters before it becomes urgent
  • Strong people leader — develops analysts, sets high standards, builds cultures of ownership
  • Comfortable building in ambiguity — creates structure from unstructured problems

Qualifications

  • 10+ years of professional trajectory across Revenue Operations, Customer Success Operations, or GTM Strategy in sophisticated post-sale environments
  • Tier-1 MBA or institutional management consulting pedigree strongly prioritized; ability to architect solutions for complex organizational challenges with executive-level clarity
  • 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 retention or revenue expansion outcomes
  • Sophisticated background in PLG or hybrid SaaS models
  • While specific certifications are not mandated, verified history of strategic impact and operational excellence remains the primary benchmark for selection

Skills

Required:ForecastingData-driven decision makingAnalytics & KPI designStakeholder influenceCustomer Success platforms

Benefits

  • Not specified in the description
Last updated Oct 21, 2026. Interested? Apply on the company site.

About GoHighLevel

It's time to take your Agency to the Next Level

HighLevel is the all-in-one sales & marketing platform that agencies can white-label and resell to their clients!

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