Sr. Product Analyst - AI Products

About us
HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.

Our people
With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.

Our impact
Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact.
We’re proud to be a part of that.Learn more about us on our YouTube Channel or Blog Posts

Role Overview

HighLevel's AI portfolio spans more than a dozen products, from conversational and voice agents that handle customer interactions on a business's behalf to copilots that help operators run the business itself. These products are sold both as a bundled subscription and on a pay-per-use basis, across a base of more than a million sub-accounts.

As Senior Product Analyst for AI Products, you will own the measurement of that portfolio. You will run the recurring business review, maintain the metric definitions for each product, report performance against the operating plan, and analyse retention, adoption and the unit economics of AI usage. Your work will inform the AI roadmap and will feed into quarterly and board-level reviews.

The role is hands-on. You will write SQL against ClickHouse and Snowflake, build the reporting layer in Superset, and take responsibility for whether a figure is correct before anyone acts on it. You will work directly with the VP of Product and with the product managers who own each AI product, and we will expect you to form a view on what the data means and to defend it.

Key Responsibilities

Drive customer and market insight

• Act as the product expert for your feature areas: know the customers, the usage patterns, the competitive landscape and the open problems better than anyone else.
• Lead structured discovery across multiple initiatives, including customer interviews, usage analysis, competitive analysis and feature validation.
• Identify emerging customer needs early and bring opportunities for product innovation to PMs before they ask.

Analyse and validate product performance

• Analyse activation, adoption, retention and funnels at the sub-account level, and establish where and why accounts stop using a product.
• Run post-launch reads on new features (what changed, for whom, and whether it's working), and write them up as short, actionable recommendations.
• Help PMs shape and read experiments and validate features, working with the Lead Product Data Analyst on design and rigor.
• Pair quantitative analysis with customer conversations so recommendations explain the "why" as well as the "what."

Shape product direction

• Define requirements with PMs and Design, including the success metrics and instrumentation each feature needs before it ships, following the event taxonomy set by the Lead Product Data Analyst 
• Synthesize findings into clear recommendations that support prioritization and product planning, including when the answer is "don't build this."
• Contribute product commentary to the recurring weekly and monthly AI reviews, building on standard dashboards rather than owning the reporting.

Build scalable practices

• Develop research practices, analysis frameworks and product documentation that raise the quality of discovery and decision-making across the AI team.
• Facilitate discovery discussions with PMs, Engineering and Design.
• Mentor junior analysts as the team grows.
• Flag broken definitions and data gaps to the Lead Product Data Analyst and Analytics Engineering, and use AI tooling (Claude and similar) to move faster on analysis, synthesis and documentation.

Ideal Candidate Profile

• 5+ years in product analytics, product research or a similar role, working directly with product teams.
• A track record as the go-to product expert for a feature area, with insights that changed what the team built.
• Experience leading customer interviews, competitive analysis and feature validation, and synthesizing them into recommendations.
• Strong analytical judgment: you form hypotheses, size opportunities, think in segments, and say when a result is too noisy to act on. You check data grain and time period before trusting a number.
• Strong written communication. You can turn a complex analysis into a short note a busy PM or leader can act on.
• Credibility with Product, Engineering, Design and GTM, and the ability to influence decisions without owning the roadmap.
• Solid SQL and experience with a product analytics tool such as Pendo, Amplitude or Mixpanel, including events and tracking plans. Comfort in a modern warehouse and BI environment (Snowflake, Superset or similar) to consume and extend existing dashboards.
• Working knowledge of core SaaS product metrics: activation, retention and churn.
• Experience mentoring or coaching other analysts is a plus.

Bonus Points For

• Experience analysing or researching an AI or LLM product, including quality and evaluation.
• Familiarity with usage-based or hybrid pricing models.
• Background in CRM, agency or SMB SaaS products.
• Experience with conversational, voice or agent/assistant products.

Why Join HighLevel?

At HighLevel, we foster an exciting and dynamic work environment driven by a passionate team. We believe in a collective responsibility where no task is considered someone else's job. Our unwavering focus is on providing value to our users, and we achieve this by delivering solutions swiftly through lean principles, allowing us to bring products to market in weeks rather than quarters. Every good idea is put to the test, ensuring that we maintain a high standard of innovation. We prioritise the well-being of our team, recognising that by taking care of them, they can better serve our users. We embrace the concept of continuous and iterative improvement, understanding that progress is an ongoing journey. We are also a well-funded and profitable company.

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