Sr. Director, Customer Delivery

About usHighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2. 5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. Our peopleWith over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. Our impactEvery month, HighLevel enables more than 1. 5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We're proud to be a part of that.

Learn more about us on our YouTube Channel or Blog Posts Who You Are You are a post-sales operator who has run delivery at scale and knows that the work is won or lost in the middle of the organization, not at the extremes. You are equally comfortable in an executive conversation about capacity strategy and in a review of why a specific cohort of customers stopped succeeding in their third month. You thrive in ambiguity, move with urgency, and are known for improving outcomes without asking for more headcount. About the Role As Sr. Director, Customer Delivery you own the quality and the outcome of every live interaction HighLevel has with a customer after they buy — the scheduled onboarding call, the on-demand rooms that run around the clock, and the ongoing Customer Success Management relationship through renewal. You lead a global organization of advisors, senior advisors, customer success managers and their leaders across the United States and India. You are measured on one thing above all: whether the customers who start with us are still with us, and successful, three months later and beyond. You will inherit strong, tenured leaders you did not hire, a delivery model that runs 24/7 across time zones, and a mandate to improve outcomes on a flat headcount plan. The role suits a leader who can hold both halves of the post-sale motion at once — a high-volume advisor floor where the unit of work is the call, and a named-account success book where the unit of work is the relationship — and who knows why those two things need different management systems. Key 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 that runs from named strategic accounts down to pooled, AI-mediated coverage, and the renewal forecast that comes out of it. - 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.