Director, Product Strategy – Operations, Product Adoption
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Job Description
Director driving product adoption strategy, analytics, and roadmap influence for HighLevel’s AI-powered business operating system. Improving activation, engagement, retention, and expansion across SaaS products.
Responsibilities:
- Define and drive HighLevel’s product adoption strategy across key products, features, and customer segments
- Identify barriers preventing customers from discovering, activating, and repeatedly using high-value capabilities
- Develop frameworks to measure adoption across the customer lifecycle
- Prioritize adoption opportunities based on customer impact, business value, and strategic importance
- Establish adoption metrics and success criteria for strategic product initiatives
- Analyze customer journeys, funnels, cohorts, feature usage, and behavioral patterns
- Partner with Data and Product teams to understand time-to-value, activation, feature penetration, engagement, retention, and churn
- Segment adoption by customer type, cohort, geography, product, and use case
- Build executive-level visibility into product adoption performance and emerging risks
- Translate adoption insights into product recommendations and influence product roadmaps
- Develop business cases for high-impact adoption initiatives and help prioritize investments
- Partner with Product, Design, Engineering, Data, Marketing, Customer Success, Support, and Revenue teams
- Drive cross-functional initiatives to increase adoption of strategic product capabilities
- Create ownership, operating rhythms, metrics, and accountability for adoption initiatives
- Define how new product capabilities will achieve meaningful customer adoption
- Develop customer and market insights by combining quantitative product data with qualitative feedback
- Establish feedback loops into Product and benchmark adoption against relevant SaaS and technology platforms
Requirements:
- 12+ years of experience across Product Strategy, Growth, Product Management, Product Operations, Strategy & Operations, or related functions
- Meaningful leadership experience
- Strong experience driving product adoption, activation, engagement, retention, or product-led growth within a technology/SaaS business
- Demonstrated ability to use product and customer data to identify problems and drive strategic decisions
- Strong understanding of funnels, cohorts, segmentation, experimentation, retention, and customer lifecycle metrics
- Track record of influencing Product roadmaps and senior stakeholders without relying solely on direct authority
- Ability to move comfortably between executive-level strategy and hands-on problem solving
- Experience leading complex, cross-functional initiatives with measurable business outcomes
- Strong communication and storytelling skills, particularly when translating complex data into clear recommendations
- Experience with B2B SaaS, SMB products, platform businesses, or multi-product ecosystems is highly preferred
Benefits:
- Remote-first work environment
- Equal Opportunity Employer
- Global, remote-first organization
- Employee-focused culture
- Opportunity to work on systems supporting millions of businesses worldwide
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