# Manager, Trial Experience - SaaS

**Company:** [GoHighLevel](https://hotfix.jobs/companies/gohighlevel)
**Location:** Remote
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** SaaS, crm systems, Data Analytics, Performance Management, Coaching, Google Workspace, Zoom, Slack, SEO, social media advertising, website building, funnel building
**Posted:** 2026-08-04

> 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.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/aacf2318-6be8-4237-ade1-16bf2cf82216
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