Sr. Manager, Trial Experience

Position: Sr. Manager, Trial Experience

The Senior Manager of the Trial

Experience

• Team will collaborate with customer-facing teams and managers to create win-win scenarios for stakeholders. You will lead, develop, and grow 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 senior-level expertise in managing individuals and teams.

• As a strategic leader, you will develop scalable business processes and empower a team dedicated to guiding prospective customers 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 building a team of subject matter experts, you will provide customers with strategic insights, ensuring their success and alignment with business strategies.

What You’ll Be Doing:

Supervise a team of Trial

Experience

• Managers focused on solving customer issues and achieving high levels of customer satisfaction.

• Support the organizational goals and participate in business planning activities such as staffing, goal setting, and resource planning.

• Lead and ensure your managers and teams are 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.

• Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement.

• In partnership with the Director, Trial Experience, design and recommend sales targets & KPIs to optimize trial to paid efforts, and establish short & long term strategies. Measure and provide detailed analysis on success against team’s growth KPIs and metrics.

• 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.

• Support manager in crafting and delivering warnings and corrective action plans, as needed.

• Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience.

• Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomes.

• Manage projects involving complex work streams and cross-functional collaboration - Communicate and collaborate with internal departments to create and confirm efficient workflows and relationships.

• 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.

• Update job knowledge and managerial skills by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations.

• Own the identification and implementation of automation and AI-driven solutions to improve team productivity, streamline workflows, and enhance the trial experience. Establish scalable operating practices, standardize processes, and drive continuous improvement to support business growth and operational efficiency.

• Act as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers, or from other HighLevel functions.

• 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.

Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred

10+ years of progressive experience leading fast-paced, results driven, customer-facing teams for a SaaS or Product-Led Growth startup company preferred

5+ 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 and delivery 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 S