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Director, Customer Growth & Activation

GoHighLevel· Customer Success – Implementation Services
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Hybrid (Remote)Employee IndiaPosted 2w ago

About the role

Director responsible for building and leading a new end-to-end lifecycle motion to activate and expand engagement with customers during the first 90 days and beyond, focused on installed base, cross-functional collaboration, and measurable activation/expansion outcomes in a remote-first, global SaaS environment.

Responsibilities

  • Coverage: Own the rate at which new subscribers engage with Customer Success at all. Getting customers into the motion is demand generation against an installed base, not a delivery-capacity problem.
  • Trial-to-Implementation Handoff: Own the conversion of customers who meet our Trial Experience team into customers who go on to work with Implementation — a joint metric with the Trial Experience organization.
  • Customer Activation: Build and lead a team running prioritized, stage-based outreach on customers who have stalled — ranked by customer value rather than worked first-come.
  • Journey & Messaging Design: Own the end-to-end first-90-days journey, touch sequencing, and channel mix across human, in-product and automated touchpoints, along with the messaging that carries it.
  • Lifecycle Expansion: Own expansion revenue for the customer cohorts that sit outside account management coverage, working to a clearly defined cohort boundary.
  • Deflection Quality: Own both the rate at which our AI assistants resolve customer needs without a human and whether those customers went on to activate and how they rated the experience.
  • Activation Scorecard: Build the per-customer stage scorecard — a small number of monitored stages per product, green or red per customer, anchored to the company's funnel definitions.
  • Enablement: Own advisor and customer success manager ramp, and a coaching curriculum built from recordings of our actual top performers.
  • Experimentation Discipline: Instrument every play with a hold-out group and a kill date, and shut down the ones that do not beat their control.
  • Cross-Functional Collaboration: Partner with Product Growth, Marketing, Revenue Growth, Support and Revenue Operations on lifecycle channels, cohort boundaries, funnel definitions and platform fixes.
  • Other duties: May be assigned and/or modified as business needs change.

Qualifications

  • 10+ years in growth, lifecycle, customer marketing, activation or post-sales revenue roles, including 4+ years leading a team.
  • Experience with lifecycle or growth motion against an installed base from nothing and carried a number for it (activation, adoption-driven revenue, or cohort expansion).
  • Experience with product-led or usage-based businesses where revenue exists after consumption.
  • Analytical independence: ability to write queries, define cohorts and design hold-outs without reliance on analysts.
  • Designing customer journeys as systems (sequencing, channel mix, messaging).
  • Experience carrying a metric jointly with a peer organization you do not control.
  • Ability to distinguish between solvable problems and platform defects requiring a product fix.
  • Experience owning a customer experience or experience-quality function.
  • Comfort being measured on unowned or near-zero metrics.
  • Experience serving SMB and agency customers at volume rather than enterprise motions.
  • Ability to thrive in fast-paced, remote-first global environment with multiple stakeholders.
  • Bachelor's degree or equivalent SaaS experience.
  • Proficiency with Google Suite, Zoom, Slack, marketing automation and CRM platforms; familiarity with HighLevel is a plus.

Skills

Required:Story/Operational ownership of lifecycle motionCohort analysis and experimentationJourney design and channel mix
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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