Staff Product Manager - (Customer Retention - Platform)

About Us
HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.

Our People
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact
As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Role Overview
As the Staff Product Manager for Customer Retention, you will own the end-to-end product strategy, roadmap and execution for reducing churn and driving long‐term customer value across the HighLevel platform. You will partner deeply with cross-functional teams (Engineering, Design, Data Science, Customer Success, Marketing, Product & Growth) to identify at-risk
customers, design preventive and reactive retention mechanisms, and build scalable solutions that influence user behaviour, product usage, engagement and renewal. You will be accountable for defining the vision, setting the KPIs, and delivering measurable impact on churn/retention metrics and customer health.

What you’ll do
- Define, track and report key metrics: churn rate (by cohort, segment), renewal/expansion rates, usage/engagement KPIs, net revenue retention, product health scores, etc.
- Work with Data Science/Analytics to develop predictive models (churn risk, customer health scoring) and leverage those insights into prioritised product work‐streams.
- Design and deliver product capabilities (features, flows, nudges, onboarding, in-app guidance, retention campaigns) that proactively engage users, reduce risk of drop-off, and optimise for renewal.
- Partner with Customer Success, Onboarding and Growth teams to build hooks for expansion and upsell, cross-sell and stickiness strategies.
- Influence the product roadmap: collaborate with engineering, design, UX, growth and marketing to prioritise and execute on retention-centric initiatives across the platform.
- Own the voice of the customer: conduct qualitative research, user interviews, customer health signals, churn exit interviews, segmentation. Translate these insights into product requirements, user stories and value propositions.
- Continuously monitor and iterate: run experiments (A/B tests), evaluate impact of retention features, refine, scale what works and sunset what doesn’t.
- Mentor and coach other product managers (PMs, APMs) working on adjacent areas (onboarding, expansion). Act as a thought-leader in retention best practices within the product org.
- Collaborate with GTM and marketing teams to ensure that messaging, positioning and lifecycle communications reinforce retention / renewal behaviours.
- Present to senior leadership and stakeholders on strategy, roadmap, progress and business impact.

What we’re looking for (Must-Haves)
- 10+ years of product management experience (software/digital products) with increasing scope and complexity.
- Proven track record of owning product strategy and execution, ideally at a senior/IC level (Principal or equivalent).
- Prior experience working on retention, churn reduction or customer success problems - identifying risk factors, designing product/UX interventions, measuring impact.
- Strong analytical and data-driven mindset: you can work with usage data, run experiments, interpret cohort analyses and define meaningful KPIs.
- Experience collaborating cross-functionally with engineering, design, growth, customer success, marketing. Strong stakeholder management skills.
- Excellent communication skills - able to influence without direct authority, build alignment across multiple teams, articulate roadmap and outcomes to leadership.
- Comfortable working in ambiguous environments, able to structure problems, create hypotheses, prioritise ruthlessly, and drive forward execution.
- Prior experience in a SaaS product business or digital subscription business (preferred) - with familiarity of ARR, churn, net retention, usage-based pricing, expansion models. (If you’ve worked in a high-scale consumer app with retention/churn focus, that’s also
relevant.)

What we’d like (Great-to-Have)
- Experience specifically in a SaaS platform business (B2B, multi-tenant) where churn reduction and expansion were major levers of growth.
- Experience with onboarding, adoption, in-app behaviour nudges, product-led growth models.
- Experience in global / multi-region product rollout.

What you’ll get
- Opportunity to lead a strategic pillar (retention) that has top‐level business impact.
- A collaborative environment: you will work with engineering, design, data science, customer success, growth & marketing.
- A strong growth trajectory: influence our platform’s next phase of growth, scale global operations, and build frameworks that others will follow.

About you
You are an instinctive product leader, driven by a desire to understand customer behaviour, usage patterns and business outcomes. You thrive in turning ambiguous, complex problems (Why do customers churn? How do we reduce that?) into clear strategies, high-impact initiatives and measurable results. You balance strategic thinking with hands‐on execution, and you know how to build, test, iterate, and scale features that matter. You are a strong communicator and influencer - able to partner across teams, lead without authority and manage up to leadership. You are comfortable living in a growth-stage SaaS/tech environment, where change is constant
and speed matters. And you’re ready to own retention as a strategic lever for business growth.

EEO Statement
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

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