Head of Saas

Who We Are

Therapy Flow is a leading tool, education, and service company serving mental health private practices. We simplify the private practice ownership process for mental health providers by delivering expert marketing, sales, operations, SEO, and SaaS solutions.Our Core Values

• Integrity First
• Deliver WOW Through Service
• Create Community
• Excellence Through Education
• Lead With Passion
• Invest In Simplicity

If our culture does not deeply resonate with you, please do not apply.Job DescriptionTherapy Flow is seeking a Head of SaaS to own the Product strategy, reliability, adoption, and scale of our SaaS experience built on the HighLevel CRM platform.This role owns the SaaS product for Therapy Flow — including CRM configuration quality, automation reliability, onboarding success, system simplicity, internal execution standards, coaching, support, development and client experience.You are responsible for managing team members, vendor relationships, and cross-team collaboration. This role exists to ensure our SaaS offering is easy to use, hard to break, drives client success, delivers WOW through service, and grows with our client's needs. You will partner closely with leadership, delivery, support, sales, and coaching teams to make sure Therapy Flow’s CRM implementation drives retention, operational leverage, and long-term growth.This position is ideal for a leader who blends Product thinking, Operations, Systems expertise, and HighLevel knowledge — someone who can design scalable systems, enforce high standards, and lead a technical team in a fast-moving environment.Therapy Flow's clients are covered entities for HIPAA, which means we come in to contact with PHI and are Business Associates for HIPAA compliant companies - we are required to protect PHI and maintain HIPAA standards -- all our work must comply when relevant.ResponsibilitiesSaaS Strategy & Platform Ownership

• Own Therapy Flow’s SaaS vision, roadmap, and priorities for our HighLevel-based CRM offering.
• Translate company goals into clear SaaS initiatives that improve adoption, retention, and scalability.
• Prioritize initiatives based on client impact, leverage, and simplicity.
• Monitor HighLevel platform updates and assess impact on Therapy Flow systems.

System Reliability, Configuration Quality & Automation

• Ensure all CRM configurations, workflows, and automations are reliable, well-documented, and resilient.
• Define and enforce QA standards for builds, changes, and releases. Including owning SOP creation and improvements.
• Reduce configuration errors, automation failures, and rework through better system design.
• Own incident response related to SaaS configuration or failures and lead root-cause resolution.

Client Adoption, Onboarding & Experience

• Improve CRM onboarding, default templates/snapshots, and implementation packages.
• Ensure clients reach “first value” quickly and clearly understand how to use the system.
• Partner with Client Success, Vendors and Support to reduce SaaS-related confusion, friction and churn.
• Use feedback loops from support tickets and client feedback to guide improvements.
• Own client experience and 'stickiness' by doing what ever is needed (hopping on client calls, directing to support, improving systems, etc...) so churn stays low and clients write us love letters.

Scalable Implementation & Internal Leverage

• Design standardized automation frameworks and CRM templates that scale across private practices in the Therapy Flow snapshot(s).
• Own our CRM related product success, currently: Communication simplified, Full tools, CRM setup, applications and other layers. Deliver where needed.
• Improve speed and consistency of client implementations without sacrificing quality.
• Ensure internal teams are equipped with repeatable systems, documentation, and training.
• Ensure clients are equipped with information from our knowledgebase.

Coaching and Community

• Keep ears to the ground by providing strategy and consult to Therapy Flow's clients by leading the coaching call (group office hours style) calls where clients will come with questions and you provide answers.
• Stay active and maintain a presence in our CRM community.
• Deliver and improve content in coaching calls, recordings, and course material for the CRM.
• Listen to client feedback and produce roadmaps for solutions to clients problems via custom solutions, applications and more

Team Leadership & Cross-Functional Collaboration

• Lead and develop the SaaS team (CRM Operators, Technical Specialists, Initiative Developers).
• Set clear expectations, KPIs, and accountability standards across the department.
• Collaborate closely with Delivery, Support, Sales, and Coaching teams to align systems with real-world workflows.
• Communicate SaaS priorities, changes, and best practices clearly across the organization.

What You’ll Need to Succeed

• 4+ years of experience in SaaS RevOps, CRM architecture, or Operations leadership.
• 4+ years of Deep hands-on experience with HighLevel CRM.
• 2+ years of Customer support or Account Management.
• Strong understanding of automation logic, pipelines, integrations, phone systems (VoIP & IVRs), HighLevel applications.
• Strong knowledge on business systems that drive results.
• Commitment to design scalable systems without overengineering, simplifying when possible.
• Experience leading technical or operational teams with high standards.
• Strong communication skills — clear, direct, and operational. You work with completely new business owners and novice CRM users and can effectively train them to be successful.
• High ownership mindset with the ability to make decisions in ambiguous environments.
• Obsession with simplicity, reliability, and user experience.
• Excellent Spoken and Written English Skills - you are required to coach and provide consult to new business owners which often requires reading between the lines and deciphering intent within technical environment.

DO APPLY IF

• You're a nerd for what you do, and you want to double down and grow your skills by partnering with an incredible company.
• You take extreme ownership for yourself and your growth in both life and work.
• You come with batteries-included experience, ready to jump straight into the role and perform at a high level.

DO NOT APPLY IF

• Direct communication and feedback makes you uncomfortable.
• You get intimidated by high standards of performance and being consistently pushed to level up.
• You don't do well with full autonomy, including setting your own schedule, holding yourself accountable, and executing without oversight.
• When faced with an obstacle, you ask IF it can be done, not HOW can it get done…

Pay: From $110,000.00 per year

Benefits

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Application Question(s)

• Make a 60 second loom video introduction (camera can be turned off) and add the URL here. We are looking for confirmation of experience and ability to speak and follow instructions.
• What are the 3 most recent things you have learned about Highlevel CRM? How have you taken action on what you've learned?
• What is your philosophy on managing people or vendors?
• Describe how you have consulted and helped businesses grow using CRM tools...
• How familiar are you working with HIPAA compliance and acting as a business associate to covered entities?
• Were you recommended to apply to this by someone? If so, who and from where?

Experience

• Customer support: 2 years (Required)
• Highlevel CRM: 4 years (Required)
• SaaS RevOps, CRM architecture, or Operations leadership: 4 years (Required)

Language

* English (Required)

Work Location: Remote