[Hiring] Senior Manager Trial Experience @HighLevel

Role Description

As the Senior Manager of the Trial Experience Team, you will collaborate with customer-facing teams and managers to create win-win scenarios for stakeholders. You will lead, develop, and grow your team, bringing strategic thinking and organization to the role. You will monitor and drive your team’s KPIs, thriving in a high-accountability environment and leveraging your senior-level expertise in managing individuals and teams.

As a strategic leader, you will develop scalable business processes and empower a team dedicated to guiding prospective customers toward their goals with the HighLevel platform. You will ensure exceptional engagement from the start of trials and foster a results-oriented, collaborative environment. By building a team of subject matter experts, you will provide customers with strategic insights, ensuring their success and alignment with business strategies.

What You’ll Be Doing

• Supervise a team of Trial Experience Managers focused on solving customer issues and achieving high levels of customer satisfaction.
• Support the organizational goals and participate in business planning activities such as staffing, goal setting, and resource planning.
• Lead and ensure your managers and teams are successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures.
• Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement.
• In partnership with the Director, Trial Experience, design and recommend sales targets & KPIs to optimize trial to paid efforts.
• Conduct consistent and impactful performance conversations, conflict management, constructive/subjective feedback, and coaching with team members, leads, and managers.
• Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans.
• Support manager in crafting and delivering warnings and corrective action plans, as needed.
• Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience.
• Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomes.
• Manage projects involving complex work streams and cross-functional collaboration.
• Effectively build the morale of a group in a team setting that fosters the successful completion and achievement of team goals.
• Serve as an influential leader by demonstrating professionalism and fostering a team culture of encouraging growth, innovation, and proactive problem solving.
• Update job knowledge and managerial skills by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations.
• Own the identification and implementation of automation and AI-driven solutions to improve team productivity, streamline workflows, and enhance the trial experience.
• Act as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers, or from other HighLevel functions.
• Other duties may be assigned and/or modified as business needs change.

Qualifications

• Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred.
• 10+ years of progressive experience leading fast-paced, results driven, customer-facing teams for a SaaS or Product-Led Growth startup company preferred.
• 5+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required.
• A strong technical aptitude to help our users succeed with the HighLevel software.
• Strong collaboration, time-management and prioritization skills are critical to the success of this role.
• The ability to build and maintain strong relationships internally with senior leadership, teams and customers.
• Strong experience using data/analytics tools to solve problems, measure the impact of your work, develop new projects and drive demonstrable customer and team success.
• Ability to collaborate and influence cross-functional teams and champion new concepts and ideas.
• Demonstrated approach and delivery to problem solving and conflict management.
• Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results.
• Demonstrated experience to learn quickly and apply new technologies to solve problems and bring these lessons to a team of direct reports.
• Ability to develop and maintain deep knowledge of customers, data, business, and markets.
• Demonstrated ability to communicate well with colleagues, subordinates, and customers, both written and oral.
• Experience working with and or ability to learn the use of various CRM Systems.
• Working knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO.
• Working Knowledge of the following applications: Google Suite, Zoom, Facebook, Instagram, Slack, Linkedin and other social media.

Requirements

• Experience leading customer-facing teams in a SaaS environment.
• Strong analytical skills and experience with data-driven decision making.
• Proven ability to manage multiple projects and priorities in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Ability to mentor and develop team members.

Benefits

• Competitive salary range of $90,000 - $115,000 annually.
• Remote work flexibility.
• Opportunities for professional development and growth.
• Comprehensive health benefits.

Company Description

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.

With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership.

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.