Sr. Director, Product Pricing and Monetisation

The role

Lead HighLevel's company-wide approach to pricing, packaging, monetization and customer research. Own pricing strategy across plans, add-ons, usage-based capabilities and new products, and build a continuous customer-learning system.

What you will do

• Develop a company-wide pricing and packaging strategy across subscriptions, bundles, add-ons, usage-based capabilities, services and new product launches.
• Identify the right value metrics for different parts of the platform.
• Build business cases for pricing changes, including impact on conversion, revenue per customer, retention, margin and lifetime value.
• Set principles for discounts, promotions, trials, grandfathering, migrations and price increases.
• Run a continuous customer research program covering prospects, trial users, paying, expanded and churned customers, agencies, affiliates and sub-accounts.
• Create a customer segmentation framework and a centralized customer-insights repository.
• Design and run pricing and packaging experiments with clear hypotheses and success metrics.
• Partner with Product, Finance, Engineering, Billing, Legal, Sales and Customer Success to launch and measure approved changes.
• Track market and competitive pricing trends and decide which signals warrant action.
• Establish a cross-functional pricing governance cadence and present recommendations to senior leaders.

Required qualifications

• 14+ years of experience in SaaS pricing, monetization, product strategy, customer insights, growth strategy, management consulting, corporate strategy or related roles.
• Significant direct experience leading pricing and packaging decisions for a B2B SaaS, platform or technology company.
• Demonstrated experience turning customer research and data into changes in product, pricing, packaging or go-to-market strategy.
• Strong understanding of SaaS economics, including subscription, usage-based pricing, expansion revenue, retention, gross margin and lifetime value.
• Experience with multi-product or multi-tier offerings and the impact of pricing changes on existing and new customers.
• Strong quantitative and financial modeling skills.
• Experience with qualitative and quantitative research methods, such as interviews, segmentation, surveys, willingness-to-pay analysis, concept testing, conjoint analysis and behavioral data analysis.
• Strong commercial judgment and the ability to balance customer value, growth, simplicity, feasibility and long-term strategy.
• Excellent executive communication skills.
• A highly collaborative style and a record of influencing Product, Finance, Data, Engineering, Marketing, Sales and Customer Success leaders.
• Comfort operating in a fast-moving environment where the operating model may still need to be built.
• A player-coach mentality, comfortable both setting strategy and doing hands-on work such as customer interviews and analysis.

Nice to have

• Experience with product-led growth, free trials, self-serve acquisition, or hybrid product-led and sales-assisted models.
• Experience with agency, SMB, CRM, marketing automation, communications, payments, AI or vertical SaaS products.
• Experience with ecosystems where the direct customer resells products to another end customer.
• Experience with white-label products, reseller models, marketplaces, channel partners or multi-sided platforms.
• Experience launching usage-based products or monetizing high-variable-cost capabilities such as communications, payments, infrastructure or AI.
• Familiarity with SQL, experimentation platforms, business intelligence tools or product analytics systems.
• Experience building a pricing, customer insights or monetization function from an early stage.

Before you apply

• The posting says the company is an Equal Opportunity Employer and invites voluntary demographic information that will not affect the hiring decision.

About the company

HighLevel is an AI-powered business operating system for agencies, entrepreneurs and SMBs, serving more than 1 million businesses across 150+ countries. The company has over 2,000 team members across 10+ countries and operates as a remote-first organization.