Senior Director, Customer Delivery

HighLevel

. Own onboarding, Q&A and retention delivery across adoption, retention and product advisors, their managers, and the concierge function .

Posted 9/30/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership in customer success and service delivery, with a focus on retention strategies and performance improvement. Proficient in capacity modeling and managing large, diverse teams in a fast-paced, global environment.

Highest-signal resume keywords

Customer Success LeadershipRetention Strategy OwnershipCapacity Modeling FluencyHigh-Volume Delivery ManagementData Analysis and Forecasting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Post-Sales LeadershipService Delivery ManagementRetention Metrics OwnershipPerformance ImprovementThroughput OptimizationAnalytical Proficiency

Soft Skills

Stakeholder ManagementTeam DevelopmentAdaptability in Fast-Paced Environments

Tools & Technologies

Google SuiteZoomSlackCRM PlatformsHighLevel

Certifications & Qualifications

Bachelor's Degree or Equivalent Experience

Industry Keywords

Customer SuccessSaaS EnvironmentFollow-the-Sun Coverage ModelSMB and Agency Customer Experience

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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