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Sr. Director, Customer Delivery

GoHighLevel· Customer Success – Customer Success Management
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Remote$190k - $250kEE Full-TimePosted 2w ago

About the role

Senior leadership role overseeing post-sale delivery across onboarding, on-demand delivery, and ongoing customer success management for a global, remote-first organization. Focus on improving mid-cycle outcomes, capacity planning, and retention through a flat headcount strategy and AI-enabled efficiency.

Responsibilities

  • Implementation Services Leadership: Own onboarding, Q&A and retention delivery across adoption, retention and product advisors, their managers, and the concierge function.
  • Customer Success Management Leadership: Lead CSM across the United States and India, including the segment model from named strategic accounts to pooled, AI-mediated coverage, and renewal forecasting.
  • Capacity & Coverage: Own the coverage model for a follow-the-sun, on-demand delivery organization — availability by window rather than average occupancy, adherence, and the capacity plan that funds it.
  • Early-Lifecycle Retention: Own retention end to end through the customer's first quarter.
  • Raising the Middle: Elevate department-level performance and population metrics rather than coaching only the bottom quartile.
  • Evidence-Based Staffing: Design and run tests to determine staffing needs (senior vs non-senior, call length, segment justification).
  • AI-Driven Efficiency: Operate within a flat headcount plan and quantify efficiency gains from automation and AI-assisted delivery.
  • Cross-Functional Partnership: Collaborate with Revenue Growth, Support, Product and Revenue Operations on definitions, handoffs and unified funnel.
  • Leadership Bench: Build and level up leaders; decide on potential Director consolidation over Customer Success Management.

Qualifications

  • 12+ years in post-sales, customer success, implementation or service delivery leadership, including 5+ years leading leaders.

Skills

Required:Post-sales leadershipCapacity modelingStaffing optimizationHigh-volume advisor vs named-account managementRetention & time-to-value managementAnalytical forecasting
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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