Vice President, Customer Success
United States
Customer Success – Implementation Services /
EE Full-Time /
Remote
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 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.
Our People
With over 1,500 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.
Our Impact
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.
Who you are
We are seeking a strategic and results-driven VP of Customer Success, to lead our global post-sales strategy. This executive role will own the Customer Success charter, overseeing implementation, adoption, retention and customer experience functions worldwide.
Reporting directly to the Co-Founder, you are a seasoned leader who has built and scaled Customer Success organizations at hyper-growth SaaS companies. You bring hands-on experience driving high-volume onboarding programs — including 1:many SMB implementation strategies, and have successfully led teams supporting thousands of new customer onboardings each week. You excel at operating in large-scale environments and can align post-sale functions with broader organizational goals like NRR, product adoption and customer retention.
What You'll Be Doing
Strategic Leadership & Vision
- Lead and evolve HighLevel’s global Customer Success, Implementation, Adoption and Retention strategy, ensuring alignment to corporate growth, retention, and NRR goals.
- Serve as a key member of the broader SLT, providing strategic input on company-wide initiatives impacting the customer’s experience.
- Drive the transformation of the customer journey by scaling digital-first, data-driven engagement and leveraging customer automation.
- Act as the global voice of the customer, influencing key product and business decisions through direct insights and advocacy.
Organizational Leadership & Scale
- Lead a large-scale global team spanning multiple countries and functional layers including Directors, Senior Managers and ICs.
- Architect a scalable organizational design that supports both high-touch and high-velocity, digital-first engagement strategies.
- Build and scale newly formed functions focused on adoption and retention, defining charters, playbooks, and KPIs.
- Develop future leaders within the post-sales organization through thoughtful hiring, mentorship, and succession planning.
Operational Excellence & Execution
- Implement and optimize programs that support lifecycle success, from onboarding and implementation to long-term retention and advocacy.
- Drive initiatives that support thousands of SMB onboardings weekly, leveraging 1:many models and community-led enablement.
- Develop proactive engagement strategies using customer health data, analytics, and NRR forecasting.
- Standardize operations with repeatable playbooks and scalable infrastructure to support a high-growth customer base.
What You’ll Bring
- 12+ years of progressive Customer Success leadership in B2B SaaS, with experience leading global post-sales teams across onboarding, retention, and adoption.
- Demonstrated success scaling Customer Success organizations within high-growth environments that support 100K+ direct customers, 1M+ businesses and 2M+ users globally.
- Experience with 1:many onboarding models and digital adoption programs that support thousands of new customers per week.
- Strong executive presence, capable of influencing C-suite stakeholders and boards.
- Proven track record of leveraging data, customer health metrics, and NRR insights to steer strategy and drive customer outcomes.
- A passion for building high-performing, distributed teams in remote-first, global settings.
Equal Employment Opportunity Information
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.
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