Sr. Manager, Revenue Operations (Success)

Who You Are:

You are a sophisticated strategic visionary possessing the operational credibility required to influence senior Customer Success leadership. You demonstrate the intellectual rigor to architect high-fidelity organizational structures from the ground up, transforming unstructured challenges into scalable frameworks. You possess the capability to conceptualize rigorous KPI blueprints and long-range roadmaps while simultaneously mastering the granular execution of workflow optimization and data integrity. Leveraging data-driven skepticism, you foster institutional alignment across executive cohorts, thriving within institutional ambiguity to transform institutional gaps into verified operational excellence.

What You’ll Be Doing:

Strategic Partnership & Executive Leadership Alignment

You are the embedded RevOps partner and strategic advisor to Implementation and Customer Success leadership. Your job is not to service requests — it is to make these organizations more effective by owning the operational and analytical layer they cannot build themselves.

• 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 — if CS leadership is making decisions based on instinct or anecdote, your job is to stress-test them with rigour

Implementation Operations

Implementation is a strategically important function within HighLevel's post-sale motion. Effective implementation drives measurable improvements in long-term customer outcomes — yet significant operational and strategic opportunities remain untapped. This role is accountable for building the RevOps foundation that unlocks those opportunities.

• 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 — enabling leadership to make evidence-based decisions about where to invest and where to optimize
• Identify strategic and operational gaps in how the Implementation program currently runs — and build the case for change with data, not just intuition
• Own the RevOps relationship with the customer support platform (Freshdesk) — understand the system architecture, identify where it creates operational friction, and work proactively with the systems team to drive improvements
  • Flag data integrity issues, broken workflows, and reporting gaps to the systems team before they compound
  • Represent Implementation's operational needs in any tooling or platform investment discussions
• Design and govern the process standards and documentation that give the Implementation organization operational consistency and institutional memory

Customer Success Operations

Customer Success at HighLevel is a high-potential, recently launched motion focused on driving product adoption, expansion revenue, and long-term retention for a specific customer segment. The function has strong early indicators but significant operational maturity headroom — this role is responsible for closing that gap.

• Own the operational foundation for the Customer Success organization — processes, reporting infrastructure, KPI frameworks, and systems — building much of this from the ground up
• Partner with CS leadership to define, align on, and operationalize the KPI framework for the team:
  • What does CSM effectiveness look like at HighLevel's scale?
  • How is customer health measured and acted upon?
  • What does meaningful engagement look like, and how is it tracked?
• Build the analytics framework that connects CS activity to business outcomes:
  • Customer health scoring and predictive churn signals
  • Engagement depth and its correlation with retention
  • Add-on and usage revenue attribution by CS activity type
  • Cohort analysis of CS-engaged vs. non-engaged customer segments
• Own the Success AI bot from a RevOps operational standpoint — track performance metrics, measure impact on customer experience and resolution quality, surface gaps between deflection rates and actual customer satisfaction, and work with the AI team on continuous improvement priorities
• Design the operational cadences, escalation frameworks, handoff standards from Implementation, and renewal and expansion triggers that govern how CSMs manage their book of business
• Partner with the systems team on CS tooling requirements — defining needs clearly, driving adoption, and ensuring data integrity

Retention Intelligence, Process Design & Organizational Leadership

One of the highest-value contributions this role can make is giving CS and Implementation leadership a clear, data-driven picture of what drives customer outcomes — and connecting that picture to business decisions.

• Build and own the retention analytics framework — connecting team activity across Implementation and CS to downstream customer lifetime value, churn, and expansion outcomes
• Develop the early warning system that gives CS and Implementation leadership proactive visibility into at-risk customers before churn becomes inevitable
• Quantify the business impact of Implementation and CS at the leadership level — translating operational activity into revenue and retention outcomes that resonate at the executive level
• Identify where product gaps are driving customer outcomes that CS and Implementation cannot fix through operational means alone — and surface those findings to Product with structured evidence
• Feed CS and Implementation insights into the broader GTM customer lifecycle intelligence layer, in partnership with the GTM Strategy function

What You’ll Bring:

• Analytically sharp — comfortable building retention models, cohort analyses, churn attribution frameworks, and health scoring methodologies from scratch
• Strategic thinker with operational depth — sets direction and executes simultaneously
• Proven ability to influence senior leaders — challenges assumptions with data, drives alignment without formal authority
• 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

Experience/Education/Certifications Required:

• Possess 10+ years of professional trajectory across Revenue Operations, Customer Success Operations, or GTM Strategy, demonstrating high-fidelity expertise within sophisticated post-sale environments
• Tier-1 MBA or institutional management consulting pedigree strongly prioritized; must demonstrate the intellectual rigor 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 quantifiable retention or revenue expansion outcomes
• Sophisticated background in PLG or hybrid SaaS models, mastering the operational nuances where self-serve and high-touch assisted motions intersect
• While specific certifications are not mandated, a verified history of strategic impact and operational excellence remains the primary benchmark for selection