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, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. 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. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. 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. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that. Learn more about us on our YouTube Channel or Blog Posts Who You Are: As the Manager of the Trial Experience Team, you will be at the forefront of having value driven conversations with customer-facing employees and leads. You will lead and develop 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 expertise in managing individuals and teams. As a passionate people leader, you will jump at the opportunity to create consistent business processes and support the team by guiding them toward their goals with the HighLevel platform. You will ensure exceptional engagement from the start of trials and foster a results-oriented, collaborative environment. By developing a team of knowledgeable experts, you will provide customers with strategic insights, ensuring their success and alignment with business strategies. What You’ll Be Doing: Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture. Lead to ensure your team is successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures - measure and provide detailed analysis on success against team’s growth KPIs and metrics. Support and identify process improvements and alternative solutions to drive team efficiency, productivity and engagement Being able to interpret data that translates into action to improve the team Conduct consistent and impactful performance conversations, conflict management, constructive/subjective feedback, and coaching with team members, leads, and managers while fostering a high-performance culture that inspires the desire to succeed. Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted. Developing and issuing warnings and corrective action plans, as required. 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 team culture of encouraging growth, innovation, and proactive problem solving. Lead any escalation concerns high-severity issues encountered by customers and team members, whether originating from within the team, directly from customers, or from other HighLevel departments. Be readily available with cameras on throughout the shift to assist customers and team members via Zoom. Other duties may be assigned and/or modified as business needs change. What You’ll Bring: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Experience/Education/Certifications Required: 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 preferred 3+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you A strong technical aptitude to help our users succeed with the HighLevel software Strong collaboration, time-management and prioritization skills are critical to the success of this role 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 the impact of your work, develop new projects and drive demonstrable customer and team success Ability to collaborate and influence cross-functional teams and champion new concepts and ideas Demonstrated approach to problem solving and conflict management Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results Demonstrated experience to learn quickly and apply new technologies to solve problems and bring these lessons to a team of direct reports Ability to develop and maintain deep knowledge of customers, data, business, and markets Demonstrated ability to communicate well with colleagues, subordinates, and customers, both written and oral Experience working with and or ability to learn the use of various CRM Systems Working knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO Working Knowledge of the following applications: Google Suite, Zoom, Facebook, Instagram, Slack, Linkedin and other social media