HighLevel Benefits Overview

Lead HighLevel’s Customer Escalations function, managing and developing a team handling complex customer issues. Personally resolve sensitive escalations, coordinate cross-functional solutions, establish scalable processes, and identify recurring friction. Use customer insights, data, automation, and operational improvements to enhance customer outcomes, prevent repeat issues, and improve the broader customer journey across Support, Success, Product, Engineering, Billing, and RevOps.

Own the company-wide revenue retention and add-on monetization analytics strategy. Build causal inference and retention models covering churn, MRR, GRR, NRR, attach, and usage. Partner with Finance, RevOps, Customer Success, CPaaS, AI, and product leaders to establish governed metrics, identify opportunities, guide experimentation, and influence product, pricing, and lifecycle decisions. Set analytical standards, develop reusable methods, and provide technical direction across teams.

Leads company-wide pricing, packaging, monetization, customer research, experimentation, and commercial strategy for a B2B SaaS platform. Develops pricing architecture, customer segmentation, financial models, competitive intelligence, and monetization roadmaps. Partners cross-functionally to implement and measure pricing initiatives, improve conversion, expansion, retention, gross margin, and customer lifetime value, while building the organization’s pricing and customer insights capabilities.