Manager, Trial Experience – SaaS

HighLevel

Trial Experience Manager leading HighLevel’s customer-facing team for its AI-powered business operating system. Driving KPIs, process improvements, escalations, and customer success through coaching and data analysis.

Posted 8/4/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in developing and managing high-performance teams within a SaaS environment, utilizing data-driven insights to enhance team performance and customer success. Proficient in conflict management, coaching, and fostering collaboration across cross-functional teams.

Highest-signal resume keywords

Team LeadershipPerformance ManagementData AnalysisTechnical AptitudeCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance AnalysisCoachingConflict ManagementProblem SolvingData AnalyticsSaaS ExperienceCRM SystemsSocial Media ManagementWebsite BuildingSEO

Soft Skills

CollaborationTime ManagementPrioritizationCommunicationRelationship Building

Tools & Technologies

HighLevel SoftwareGoogle SuiteZoomFacebookInstagramSlackLinkedIn

Industry Keywords

Product-Led GrowthCustomer-Facing TeamsKPI MonitoringProcess ImprovementTeam Morale

About the role

Key responsibilities & impact

Lead and develop the Trial Experience Team through coaching, motivation, encouragement, and accountability.
Monitor team KPIs, growth KPIs, and metrics, providing detailed performance analysis.
Create consistent business processes and identify process improvements and alternative solutions.
Interpret data and translate insights into actions that improve team performance.
Conduct performance conversations, conflict management, feedback, and coaching.
Provide technical resources and advice, resolve problems, and issue advisories, warnings, and corrective action plans.
Build team morale and foster a high-performance, collaborative culture.
Lead escalations involving high-severity customer and team-member issues.
Remain available with cameras on throughout the shift to assist customers and team members via Zoom.
Perform other duties as business needs change.

Requirements

What you’ll need

Bachelor’s Degree or equivalent SaaS experience is strongly preferred.
5+ years of progressive experience leading fast-paced, results-driven, customer-facing teams for a SaaS or Product-Led Growth startup company is preferred.
3+ years of experience with staffing/hiring, performance management, career conversations, coaching, and developing front-line employees and junior managers is required.
Strong technical aptitude to help users succeed with HighLevel software.
Strong collaboration, time-management, and prioritization skills.
Ability to build and maintain relationships with senior leadership, teams, and customers.
Strong experience using data and analytics tools to solve problems, measure impact, develop projects, and drive customer and team success.
Ability to collaborate with and influence cross-functional teams and champion new concepts and ideas.
Demonstrated problem-solving and conflict-management approach.
Accountability for personal and team results.
Ability to learn quickly and apply new technologies to solve problems.
Ability to develop and maintain deep knowledge of customers, data, business, and markets.
Strong written and oral communication skills.
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 applications.

Benefits

Comp & perks

Remote work arrangement
Global, remote-first organization
Professional development opportunities through mentoring, coaching, and career conversations
Reasonable accommodations for individuals with disabilities