What You'll Do

Product Adoption Strategy

• Define and drive HighLevel’s product adoption strategy across key products, features, and customer segments.
• Identify the biggest barriers preventing customers from discovering, activating, and repeatedly using high-value capabilities.
• Develop frameworks to measure adoption across the customer lifecycle—from onboarding and activation through sustained engagement and expansion.
• Prioritize adoption opportunities based on customer impact, business value, and strategic importance.

Adoption & Growth Analytics

• Establish clear adoption metrics and success criteria for strategic product initiatives.
• Analyze customer journeys, funnels, cohorts, feature usage, and behavioral patterns to identify opportunities and friction points.
• 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 to uncover actionable insights.
• Build executive-level visibility into product adoption performance and emerging risks.

Product Strategy & Roadmap Influence

• Translate adoption insights into actionable product recommendations.
• Partner with Product leaders to influence roadmaps based on customer behavior, adoption gaps, and business priorities.
• Identify opportunities where onboarding, UX, education, packaging, cross-product journeys, or product capabilities need to change to improve adoption.
• Develop business cases for high-impact adoption initiatives and help teams prioritize investments.

Cross-Functional Execution

• Partner closely with Product, Design, Engineering, Data, Marketing, Customer Success, Support, and Revenue teams.
• Drive cross-functional initiatives aimed at increasing adoption of strategic product capabilities.
• Create clear ownership, operating rhythms, metrics, and accountability for adoption initiatives.
• Ensure product launches go beyond shipping by defining how new capabilities will achieve meaningful customer adoption.

Customer & Market Insights

• Develop a deep understanding of customer needs, workflows, pain points, and reasons for non-adoption.
• Combine quantitative product data with qualitative customer insights to identify root causes.
• Partner with customer-facing teams to establish systematic feedback loops into Product.
• Benchmark adoption and customer experience against relevant SaaS and technology platforms.

What Success Looks Like

Success in this role will be measured by the ability to:

• Increase activation and adoption of strategic product capabilities.
• Improve time-to-value for new and existing customers.
• Increase feature penetration and depth of product usage.
• Improve engagement and repeat usage of high-value workflows.
• Reduce adoption-related friction and early customer drop-off.
• Establish measurable relationships between product adoption and retention, expansion, and customer value.
• Build a scalable operating model for measuring and improving adoption across HighLevel.

Ideal Candidate Profile

• 12+ years of experience across Product Strategy, Growth, Product Management, Product Operations, Strategy & Operations, or related functions, with 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.

Originally posted on Himalayas