Sr. Manager, Revenue Operations

HighLevel

23h•$155,000 - $180,000•Remote

About The Position

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 are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals. HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names. With over 2000+ team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Requirements

Sophisticated strategic visionary possessing the operational credibility required to influence senior Customer Success leadership.
Intellectual rigor to architect high-fidelity organizational structures from the ground up, transforming unstructured challenges into scalable frameworks.
Capability to conceptualize rigorous KPI blueprints and long-range roadmaps while simultaneously mastering the granular execution of workflow optimization and data integrity.
Leverage data-driven skepticism to foster institutional alignment across executive cohorts, thriving within institutional ambiguity to transform institutional gaps into verified operational excellence.
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.
10+ years of professional trajectory across Revenue Operations, Customer Success Operations, or GTM Strategy, demonstrating high-fidelity expertise within sophisticated post-sale environments.
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.

Nice To Haves

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.

Responsibilities

Be the embedded RevOps partner and strategic advisor to Implementation and Customer Success leadership.
Own the operational and analytical layer for Implementation and Customer Success organizations.
Partner with the Sr. Director of RevOps and CS leadership to lead annual and quarterly planning, building bottoms-up operational plans.
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, identify deviations, diagnose root causes, and bring 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 to support investment decisions across the CS organization.
Challenge assumptions with data to stress-test decisions made based on instinct or anecdote.
Own the full operational picture of the Implementation team, including funnel metrics, engagement rates, completion rates, and downstream customer outcome correlation.
Design and own the KPI framework for Implementation, defining what good looks like and creating the measurement infrastructure.
Build the analytics layer connecting implementation activity to downstream customer outcomes.
Identify strategic and operational gaps in the Implementation program and build the case for change.
Own the RevOps relationship with the customer support platform (Freshdesk), understanding system architecture and driving improvements.
Flag data integrity issues, broken workflows, and reporting gaps to the systems team.
Represent Implementation's operational needs in tooling or platform investment discussions.
Design and govern process standards and documentation for the Implementation organization.
Own the operational foundation for the Customer Success organization, including processes, reporting infrastructure, KPI frameworks, and systems.
Partner with CS leadership to define, align on, and operationalize the KPI framework for the team.
Build the analytics framework connecting CS activity to business outcomes, including customer health scoring, predictive churn signals, and revenue attribution.
Own the Success AI bot from a RevOps operational standpoint, tracking performance metrics and identifying areas for improvement.
Design operational cadences, escalation frameworks, handoff standards, and renewal/expansion triggers for CSMs.
Partner with the systems team on CS tooling requirements, driving adoption and ensuring data integrity.
Build and own the retention analytics framework, connecting team activity to customer lifetime value, churn, and expansion outcomes.
Develop an early warning system for at-risk customers.
Quantify the business impact of Implementation and CS at the leadership level.
Identify product gaps driving customer outcomes and surface findings to Product with structured evidence.
Feed CS and Implementation insights into the broader GTM customer lifecycle intelligence layer.