Sr. Manager Trial Experience

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. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.

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.

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. We're proud to be a part of that.

Who You Are:

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.

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 and KPIs to optimize trial to paid efforts, and establish short and long term strategies.
• Conduct consistent and impactful performance conversations, conflict management, constructive feedback, and coaching while fostering a high-performance culture.
• Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted.
• 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, operating in a fast-paced environment, taking ownership of your team's success, and fostering a culture of growth, innovation, and proactive problem solving.
• Update job knowledge and managerial skills through educational opportunities, professional publications, personal networks, and 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.
• Other duties may be assigned and/or modified as business needs change.

What You'll Bring:

• 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 true people manager at heart, who loves mentoring, leading and contributing to the professional development of others.
• A strong technical aptitude to help users succeed with the HighLevel software.
• Strong collaboration, time-management and prioritization skills.
• 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 impact, develop new projects and drive 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.
• Go-getter mindset, comfortable asking questions, and accountable for results.
• Ability to learn quickly and apply new technologies.
• Deep knowledge of customers, data, business, and markets.
• Strong written and oral communication with colleagues, subordinates, and customers.
• Experience with or ability to learn various CRM systems.
• Working knowledge of Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO.
• Working knowledge of Google Suite, Zoom, Facebook, Instagram, Slack, LinkedIn and other social media.

Competencies:

• Customer Obsession: act with customers in mind, use customer insights to drive improvements, and build long-lasting customer relationships.
• Drive for Results: drive self and team toward action-oriented results and coach teams to attain company KPIs.
• Good to Great Teams: encourage learning, improve efficiencies, and foster an environment of innovation.
• Do What Is Right: model honesty and integrity, take ownership of decisions, and follow through on commitments.
• Developing Teams: develop, coach and motivate team members, share wins, and grow talent within the team.