Staff Product Manager - (Customer Retention - Platform)

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

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.

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