HighLevel

Director

• 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

Senior Director, Customer Delivery

Growth Marketing

• Own the rate at which new subscribers engage with Customer Success
• Own trial-to-implementation handoff conversion jointly with the Trial Experience organization
• Build and lead a team conducting prioritized, stage-based outreach to stalled customers
• Own the first-90-days customer journey, touch sequencing, channel mix and messaging
• Own expansion revenue for customer cohorts outside account management coverage
• Measure AI assistant deflection quality, including activation and customer satisfaction outcomes
• Build a per-customer activation scorecard anchored to company funnel definitions
• Own advisor and customer success manager ramp and develop a coaching curriculum from top-performer recordings
• Instrument every play with hold-out groups and kill dates; discontinue plays that do not beat control
• Partner with Product Growth, Marketing, Revenue Growth, Support and Revenue Operations on lifecycle channels, cohort boundaries, funnel definitions and platform fixes
• Build the activation team, identify high-risk cohorts and diagnose declining engagement
• Launch outbound plays, map the first-90-days journey and instrument post-deflection activation and satisfaction
• Drive engagement, trial-to-implementation conversion and measurable lifecycle expansion revenue

Director, Customer Growth – Activation

Manager

• Own capability for HighLevel's Customer Success department across Implementation and CSM teams
• Lead a small enablement team of trainers and QA analysts
• Map Implementation and CSM journeys and document standard processes
• Build and maintain the SOP library, checklists, templates, task automation, and required fields
• Design training frameworks, competency maps, levels, and learning paths
• Build curriculum using instructional design principles
• Facilitate live training, workshops, and role-play labs
• Build and maintain certification models with objective criteria and recertification cycles
• Create scalable playbooks, call guides, talk tracks, objection libraries, demo scripts, job aids, and scenario banks
• Own new-hire onboarding, ramp plans, nesting, and graduation criteria
• Run continuous learning and product enablement programs
• Partner with Product and Product Marketing on release enablement
• Maintain a current single source of truth for product and process knowledge
• Build manager enablement for call reviews, feedback, and coaching
• Own QA frameworks, scorecards, sampling, calibration, reporting, and call/account reviews
• Translate QA findings into curriculum, SOP, and coaching interventions
• Hire, onboard, coach, and develop the enablement team
• Define enablement intake and prioritization processes
• Define and report KPIs including time-to-productivity, certification pass rates, QA scores, process adherence, knowledge assessment results, and onboarding quality
• Use call data, QA trends, CSAT, and frontline feedback to identify capability gaps
• Present capability insights and recommendations to CS leadership
• Partner with Implementation, CSM, Support, Product, and Ops leadership

Manager, Enablement

Product Manager

• Drive activation, feature adoption, product-led expansion, and retention across the entire Email Charter
• Optimize onboarding journeys for agencies and sub-accounts configuring email templates, sending campaigns, and launching sequences
• Implement PLG loops, feature discovery nudges, template-sharing ecosystems, and in-app monetization/upsell prompts
• Establish a high-velocity A/B testing framework covering onboarding flows, feature paywalls, pricing tiers, and campaign setup wizards
• Define and monitor activation funnels, usage decay metrics, and feature retention cohorts
• Demonstrate the correlation between email usage and platform retention
• Partner with Product Marketing, Growth Engineering, Customer Success, and Revenue Operations on growth campaigns and adoption initiatives
• Map and analyze the end-to-end Email Marketing user journey
• Establish an experimentation backlog and launch A/B tests
• Define growth metrics and align stakeholders
• Achieve measurable increases in new user email activation rates
• Launch template-sharing and feature-discovery growth loops
• Demonstrate positive impact on sub-account retention and platform lifetime value

Staff Product Manager – Email Growth

Data Scientist

• Own the causal read on core revenue retention and add-on monetization across CPaaS, AI add-ons, and other revenue surfaces
• Quantify add-on revenue opportunity across CPaaS and emerging AI features, and identify drivers behind attach and consumption
• Apply causal inference methods including matching, diff-in-diff, survival/hazard, and synthetic control
• Partner with Finance/RevOps on single-source-of-truth definitions and forecasting inputs
• Partner with Product Strategy & Growth on the TTP/churn charter and with Experimentation to test retention interventions
• Advise Customer Success, Finance, and Communications/CPaaS leaders
• Set analytical standards for data science and analysts on adjacent teams
• Set technical direction for company-wide revenue-retention measurement and own canonical GRR/NRR, churn, and add-on metrics
• Shape the retention analytics taxonomy with Analytics Engineering
• Build reusable retention and causal-inference frameworks
• Use Claude and similar AI tooling for exploration, documentation, and analysis

Staff Data Scientist – Core Revenue Retention

Product Analyst

• Own instrumentation coverage for the AI pillar, defining events and properties for each AI surface and driving implementation with product managers and engineering
• Define feature-level KPIs and success metrics for Voice AI, Conversation AI, AI Employee, and Ask AI
• Partner with the Experimentation & Causal Inference lead to design and interpret AI experiments
• Distinguish real signal from instrumentation gaps, novelty effects, and data maturity
• Set measurement direction and standards for the AI analytics domain
• Establish canonical metrics and instrumentation contracts for other teams
• Mentor analysts as the pod grows
• Translate findings into recommendations for AI product managers and influence the roadmap
• Flag data gaps to Analytics Engineering and help shape the event taxonomy
• Use AI tooling such as Claude to accelerate exploration, documentation, and analysis

Lead Product Analyst – AI Products

• Own the customer-growth outcome end to end across onboarding, activation, trial-to-paid, multi-product adoption, and expansion revenue
• Identify early and mid-lifecycle behaviors that predict expansion and turn findings into a prioritized growth agenda
• Connect product signals to GTM/marketing spend and Finance growth targets
• Model the B2B2C dynamic of agency-to-sub-account activation and expansion
• Partner on rigorous growth experiments and distinguish causal from correlational claims
• Partner with Product Strategy & Growth on TTP/churn and add-ons charters
• Set company-wide technical direction for customer-growth measurement, canonical metrics, segment definitions, and value models
• Build reusable growth-measurement and causal-inference methods
• Translate findings into decision-grade guidance for Growth, GTM, Finance, and product leaders
• Advise Growth, GTM, and Finance leaders and set analytical standards for adjacent teams
• Flag data gaps to Analytics Engineering and shape the event taxonomy
• Use AI tooling such as Claude to accelerate exploration, documentation, and analysis

Staff Data Scientist – Growth & Expansion

Blockchain Engineer

• Design, build, and scale backend systems and frontend interfaces powering the Threads & Composer experience inside HighLevel Conversations
• Own backend and API design, data flows, performance, reliability, throughput, and correctness at scale
• Own the Vue 3 UI layer end-to-end
• Maintain architecture health of a billion-scale distributed system, including failure modes, capacity limits, consistency guarantees, and interactions across 50+ deployments
• Approve critical-path designs and make architecture decisions across teams
• Proactively identify and fix single points of failure, unbounded queues, missing idempotency, thundering herds, and data-loss windows
• Prototype risky architectural changes, remediate serious incidents, and pair on complex cross-team bugs
• Build resilience through degradation strategies, backpressure, isolation boundaries, and capacity models supporting 10%+ month-over-month growth
• Raise engineering standards through design reviews, post-mortems, and reusable patterns
• Establish safe AI-assisted engineering practices for critical systems
• Work with Node.js/TypeScript, Go, GKE, GCP Pub/Sub, Cloud Tasks, Redis, MongoDB, Firestore, ClickHouse, and Elasticsearch
• Improve Workflows critical paths through ownership, capacity models, tested failure modes, and incident reduction

Staff Engineer – Distributed Systems

Product Designer

• Lead design strategy and execution for one or more product areas
• Translate customer needs, business goals and technical constraints into clear experience direction
• Partner with product and engineering leaders, researchers, data partners and designers to define product vision and prioritize opportunities
• Use qualitative and quantitative insight to influence priorities and improve outcomes
• Lead complex discovery and design work through ambiguity
• Design and refine creation, transaction, automation, review, publishing and configuration workflows
• Drive quality reviews and set standards for usability, accessibility, interaction quality, visual consistency and design-system alignment
• Mentor designers and improve critique, shared patterns and design-standard adoption
• Define and socialize measures of design quality and impact
• Collaborate across US and India time zones in a 100% remote environment

Lead Product Designer

Affiliate Manager

• Own onboarding for every new affiliate manager joining the affiliate team
• Build a structured 7-day, 30-day, and 90-day learning path, including content, sequence, checkpoints, and proficiency exams
• Own continuous enablement for existing Affiliate Managers to keep product knowledge and call quality current
• Create and maintain a centralized internal resource hub containing playbooks, SOPs, and tools
• Design and own structured onboarding for new affiliates outside the endorsed tier
• Build and maintain the product knowledge baseline for qualified affiliate managers
• Collaborate with Affiliate Partner individuals to build lifecycle email, SMS, and in-app communication sequences guiding affiliates from sign-up through first trial
• Work cross-functionally to optimize the new-affiliate process for broader team goals
• Provide reports for senior leadership, finance, revenue operations, and other stakeholders
• Attend affiliate industry events, conferences, and meetups, representing GHL and building relationships with affiliate partners
• Collaborate with senior affiliate leadership while building enablement infrastructure for the affiliate organization

Senior Enablement Partner

Engineering Manager

• Lead the Data Platform & Infrastructure team
• Own the strategy, execution, and evolution of foundational data systems
• Lead, recruit, and mentor an engineering team
• Direct data infrastructure strategy and oversee resource allocation, headcount, and vendor budget planning
• Establish operational rhythms, goals, and execution frameworks
• Guide system architecture, data flow design, quality standards, and platform roadmaps
• Define platform abstractions, APIs, and SLAs
• Ensure monitoring, incident management, disaster recovery, and cost optimization
• Partner with Product, Data, Finance, Security, Audit, and Analytics Engineering
• Establish standards for pipeline reliability, data security, and quality
• Advocate for automation and engineering best practices
• Build leadership succession and develop senior technical leaders
• Within the first year, improve data governance, increase data-powered products, improve engineering velocity, grow the team, and deliver a scalable roadmap

Senior Engineering Manager – Data Platform

Full-stack Engineer

• Build and evolve the next generation of the CRM Tasks experience
• Translate business requirements into scalable, production-grade solutions
• Design and implement frontend and backend systems, APIs, and workflows
• Rapidly prototype, validate with users, and iterate to production quality
• Ensure performance, reliability, and scalability of systems
• Monitor applications, maintain documentation, and improve engineering processes
• Understand product problems, contribute to technical design, identify edge cases, make engineering trade-offs, and own features through production
• Deliver features from idea to production with minimal cycle time
• Build reliable, scalable systems used by customers
• Continuously improve product experience through iteration

Lead Engineer – Fullstack

Attorney

• Assist with drafting, reviewing, and updating affiliate, service, supplier, sponsorship, event, speaker, NDA, MSA, Order Form, SOW, and Amendment agreements
• Identify key commercial and legal terms, flag deviations from standard positions, and escalate non-standard provisions
• Review counterparty redlines and prepare comparison summaries and internal briefing notes
• Track contract terms and deviations against approved templates, playbooks, and fallback positions
• Coordinate with Affiliate, Events, Marketing, Procurement, Finance, IT, and Security teams
• Conduct legal research on regulations, contract laws, and industry standards
• Review speaker presentations and promotional content for compliance, including FTC endorsement and testimonial guidelines
• Maintain contract trackers, logs, filing systems, and Ironclad CLM records
• Track deadlines, renewal dates, and milestones and prepare status reports
• Support contract due diligence, verify counterparty information, and escalate risks
• Build and update quick-reference guides, checklists, clause libraries, and review playbooks
• Assist with compliance-related research, legal operations projects, and process improvement initiatives

Commercial Legal Apprentice

• Own instrumentation coverage for the AI pillar by defining required events and properties and driving implementation with product managers and engineering
• Define feature-level KPIs and success metrics for Voice AI, Conversation AI, AI Employee, and Ask AI
• Partner with the Experimentation & Causal Inference lead to design and interpret AI experiments, including approaches for non-deterministic systems
• Distinguish real signal from instrumentation gaps, novelty effects, and data maturity
• Set measurement direction, canonical metrics, instrumentation standards, and contracts for the AI analytics domain
• Mentor analysts as the team grows
• Translate findings into recommendations for AI product managers and influence the roadmap
• Flag data gaps to Analytics Engineering and help shape event taxonomy
• Use AI tooling such as Claude for exploration, documentation, and analysis
• Establish measurable instrumentation coverage, trusted feature-level KPIs, segmented adoption and quality analysis, rigorous experiment reads, and an analytics foundation for future analysts

• Build and deliver features across the Agency Module, Agency Onboarding, and Platform Billing across backend and frontend systems
• Design and build scalable backend services, APIs, and integrations with internal microservices and third-party platforms such as Stripe
• Build performant frontend experiences for agency management, onboarding, and billing workflows
• Own features from requirements and technical planning through implementation, testing, deployment, and production support
• Use AI-first coding practices and tools such as LLMs, Cursor, and Claude Code
• Design data models and build efficient queries across MongoDB, ClickHouse, and Elasticsearch
• Participate across the full Software Development Life Cycle
• Write clean, secure, testable code with unit and integration test coverage
• Use logs, metrics, monitoring, and tracing to troubleshoot production issues and improve reliability
• Participate in code reviews, technical discussions, incident resolution, and operational support including on-call responsibilities where applicable

Senior Director, Customer Delivery

Director, Customer Growth – Activation

Manager, Enablement

Staff Product Manager – Email Growth

Staff Data Scientist – Core Revenue Retention

Lead Product Analyst – AI Products

Staff Data Scientist – Growth & Expansion

Staff Engineer – Distributed Systems

Lead Product Designer

Senior Enablement Partner

Senior Engineering Manager – Data Platform

Lead Engineer – Fullstack

Commercial Legal Apprentice

Lead Product Analyst – AI Products

Software Development Engineer II – Agency Success