Sr. Manager, Revenue Operations

About Us

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform streamlines operations, drives growth, and helps users achieve their goals.

Who You Are:

You are a sophisticated strategic visionary with the operational credibility to influence senior Customer Success leadership. You demonstrate intellectual rigor in architecting high-fidelity organizational structures and transforming unstructured challenges into scalable frameworks. You conceptualize rigorous Key Performance Indicator (KPI) blueprints and long-range roadmaps while mastering granular 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:
• Embedded RevOps partner and strategic advisor to Implementation and Customer Success leadership.
• 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, including customer health trajectories, adoption milestones, churn risk signals, and expansion revenue potential.
• Track actuals against plan with discipline, identifying deviations early, diagnosing root causes, and bringing forward-looking recommendations.
• Lead monthly and quarterly business reviews for CS leadership, owning the narrative, surfacing strategic gaps, and driving action.
• Build financial models and business cases supporting investment decisions across the CS organization, including new programs, new tooling, and new headcount.
• Challenge assumptions with data, stress-testing decisions based on instinct or anecdote with rigour.
• Implementation Operations:
• Own the full operational picture of the Implementation team, including 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 connecting implementation activity to downstream customer outcomes, enabling leadership to make evidence-based decisions.
• Identify strategic and operational gaps in how the Implementation program currently runs and build the case for change with data, not just intuition.
• Represent Implementation's operational needs in any tooling or platform investment discussions.
• Design and govern process standards and documentation for operational consistency and institutional memory.
• Own the RevOps relationship with the customer support platform (Freshdesk), understanding the system architecture, identifying operational friction, and working proactively with the systems team to drive improvements.
• Customer Success Operations:
• 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, including what HighLevel's scale looks like for CSM effectiveness, customer health measurement, and meaningful engagement.
• Build the analytics framework connecting CS activity to business outcomes, including customer health scoring and predictive churn signals, engagement depth, and add-on and usage revenue attribution by CS activity type.
• Own the Success AI bot from a RevOps operational standpoint, tracking performance metrics, measuring impact on customer experience and resolution quality, and surface gaps between deflection rates and actual customer satisfaction.
• Design 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:
• 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 for at-risk customers, providing proactive visibility into churn before it 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.
• A strategic thinker with operational depth — sets direction and executes simultaneously.
• A 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).
• A proactive approach — surfaces what matters before it becomes urgent.
• A strong people leader — develops analysts, sets high standards, builds cultures of ownership.
• A comfort with building in ambiguity — creates structure from unstructured problems.

Required Experience:

• 10+ years of professional trajectory across Revenue Operations, Customer Success Operations, or GTM Strategy, demonstrating high-fidelity expertise within sophisticated post-sale environments.
• A Tier-1 MBA or institutional management consulting pedigree, demonstrating the intellectual rigor to architect solutions for complex organizational challenges with executive-level clarity.
• Demonstrated capability to establish the causal nexus between implementation velocity and quantifiable retention or revenue expansion outcomes.
• A sophisticated background in PLG or hybrid SaaS models, mastering the operational nuances where self-serve and high-touch assisted motions intersect.

Salary Range:

$155,000 - $180,000 annually

EEO Statement:

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. We encourage you to review our Privacy Policy before submitting your application. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.