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GoHighLevelGoHighLevelUnited States

Manager, Trial Experience - SaaS

Leads the Trial Experience team, coaching customer-facing employees, managing KPIs, improving processes, and handling escalations to drive successful customer trials. Requires substantial people-management experience in SaaS or product-led growth environments and strong technical, analytical, and communication skills.

Salary not listed
Remote5+ YOECustomer Success

About the role

Responsibilities

  • Lead, coach, develop, and empower the Trial Experience team while fostering a positive, collaborative, results-oriented culture.
  • Hold team members accountable to established KPIs, policies, and procedures; analyze growth metrics and provide detailed performance insights.
  • Identify process improvements and alternative solutions to improve team efficiency, productivity, and engagement.
  • Interpret data and translate insights into actions that improve team performance.
  • Conduct performance conversations, conflict management, feedback, and coaching with team members, leads, and managers.
  • Provide technical resources and advice, resolve problems, and issue advisories, warnings, and corrective action plans when warranted.
  • Build team morale and support achievement of team goals.
  • Lead escalations involving high-severity customer and team-member issues.
  • Assist customers and team members via Zoom throughout the shift.
  • Perform other duties as business needs change.

Requirements

  • Bachelor's degree or equivalent SaaS experience strongly preferred.
  • 5+ years of progressive experience leading fast-paced, results-driven, customer-facing teams for a SaaS or product-led growth startup preferred.
  • 3+ years of experience with staffing and hiring, performance management, career conversations, coaching, and developing frontline employees and junior managers.
  • Experience managing, mentoring, and developing people.
  • Strong technical aptitude and ability to learn new technologies.
  • Strong collaboration, time-management, prioritization, communication, relationship-building, problem-solving, and conflict-management skills.
  • 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.
  • Experience with or ability to learn CRM systems.
  • Ability to develop and maintain knowledge of customers, data, business, and markets.

Nice-to-haves

  • Working knowledge of social media management, social media advertising, website and funnel building, and SEO.
  • Working knowledge of Google Suite, Zoom, Facebook, Instagram, Slack, LinkedIn, and other social media platforms.

Skills

SaaScrm systemsData AnalyticsPerformance ManagementCoachingGoogle WorkspaceZoomSlackSEOsocial media advertisingwebsite buildingfunnel building

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