Staff Product Manager - Customer Retention - Platform 36

Staff Product Manager for Customer Retention

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 longterm 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.

Your Responsibilities

• 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 workstreams.
• 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.

Qualifications

• 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.)

Additional Information

• 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.