Manager, Trial Experience (SaaS)

TL;DR

Manager, Trial Experience (SaaS): Leading and developing a customer-facing trial experience team that helps users realize value from the platform, with an accent on coaching, KPI management, and process improvement. Focus on interpreting performance data, resolving high-severity escalations, and building a high-accountability culture that drives customer and team success.

Location: Remote within the United States; cameras must remain on throughout the shift for customer and team support via Zoom.

Company

HighLevel provides an AI-powered business operating system for agencies, entrepreneurs, and small and medium-sized businesses, combining conversations, automation, and intelligence in a scalable SaaS platform.

What you will do

• Lead, coach, develop, and motivate a customer-facing Trial Experience team.
• Set expectations and manage performance against team growth KPIs, policies, and procedures.
• Analyze team data and translate findings into actions that improve efficiency, productivity, and engagement.
• Conduct performance conversations, conflict management, feedback, coaching, and corrective action planning.
• Handle high-severity escalations involving customers, team members, and cross-functional departments.
• Provide technical guidance and resources to help customers and employees succeed with the platform.

Requirements

• 5+ years of progressive experience leading fast-paced, results-driven, customer-facing teams in a SaaS or product-led growth startup environment.
• 3+ years of experience with staffing, hiring, performance management, career conversations, coaching, and developing frontline employees or junior managers.
• Bachelor’s degree or equivalent SaaS experience strongly preferred.
• Strong data and analytics skills for measuring impact, solving problems, and driving customer and team success.
• Strong technical aptitude, communication, collaboration, prioritization, relationship-building, and conflict-management skills.
• Working knowledge of CRM systems, social media management and advertising, website and funnel building, SEO, Google Suite, Zoom, Facebook, Instagram, Slack, and LinkedIn.

Culture & Benefits

• Remote-first work environment with team members across more than 10 countries.
• High-accountability culture focused on initiative, ownership, clarity, and execution.
• Collaborative environment centered on professional development, innovation, and proactive problem solving.
• Direct exposure to a large-scale SaaS platform supporting businesses worldwide.