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Staff Product Manager - (Customer Retention - Platform)

2 hours, 28 minutes ago
India
Full-time
Lead
Technical Product Manager
Data Science and Analytics
Microservices
Apply Now
HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised
View All Jobs 89

Description

  • Define and own the end-to-end product strategy, roadmap, and execution for customer retention.
  • Track, analyze, and report retention metrics such as churn, renewal, expansion, net revenue retention, and product health scores.
  • Partner with Data Science and Analytics to develop predictive models for churn risk and customer health scoring.
  • Design retention-focused product capabilities, including features, flows, nudges, onboarding, and in-app guidance.
  • Work with Customer Success, Onboarding, and Growth teams to build expansion, upsell, cross-sell, and stickiness strategies.
  • Collaborate with engineering, design, UX, growth, and marketing to prioritize and deliver retention initiatives.
  • Conduct customer research, user interviews, segmentation, and churn exit interviews, and translate insights into product requirements and user stories.
  • Run experiments, evaluate feature impact, and iterate on retention solutions based on results.
  • Mentor and coach other product managers working on adjacent areas such as onboarding and expansion.
  • Present strategy, progress, roadmap, and business impact to senior leadership and stakeholders.

Requirements

  • 10+ years of product management experience with software or digital products.
  • Proven experience owning product strategy and execution at a senior individual contributor level, such as Principal or equivalent.
  • Experience working on retention, churn reduction, or customer success problems.
  • Strong analytical mindset with experience using usage data, cohort analysis, experiments, and KPI definition.
  • Experience collaborating cross-functionally with engineering, design, growth, customer success, and marketing.
  • Excellent communication skills and the ability to influence without direct authority.
  • Ability to work effectively in ambiguous environments, structure problems, form hypotheses, prioritize, and drive execution.
  • Prior experience in a SaaS or digital subscription business is preferred.
  • Familiarity with ARR, churn, net retention, usage-based pricing, and expansion models is preferred.
  • Experience in a high-scale consumer app with a retention or churn focus is also relevant.
  • Experience in a SaaS platform business where churn reduction and expansion were major growth levers is a great-to-have.
  • Experience with onboarding, adoption, in-app behavior nudges, and product-led growth models is a great-to-have.
  • Experience with global or multi-region product rollouts is a great-to-have.

Benefits

  • Remote-first work environment.
  • Opportunity to lead a strategic retention pillar with top-level business impact.
  • Collaborative cross-functional environment with engineering, design, data science, customer success, growth, and marketing.
  • Strong growth trajectory with the chance to influence the platform’s next phase of growth and scale global operations.
  • Equal Opportunity Employer status.

Interested in this position?

Apply directly on the company website

Apply Now

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