Staff Product Manager - (Customer Retention - Platform)

Role Overview

As Staff Product Manager (Customer Retention - Platform), 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.

Responsibilities

• Own retention strategy and outcomes: define the vision, set KPIs, and deliver measurable impact on churn/retention and customer health.
• Define and report key metrics, including:
  • churn rate (by cohort/segment)
  • renewal/expansion rates
  • usage/engagement KPIs
  • net revenue retention
  • product health scores
• Partner with Data Science/Analytics to:
  • develop predictive models (churn risk, customer health scoring)
  • translate insights into prioritized product workstreams
• Design and deliver retention capabilities such as:
  • retention-focused features/flows
  • nudges, onboarding, in-app guidance
  • retention campaigns
• Collaborate with Customer Success, Onboarding, and Growth to build hooks for:
  • expansion, upsell/cross-sell
  • stickiness and engagement strategies
• Influence the platform roadmap across Engineering, Design, UX, Growth, and Marketing to prioritize retention-centric initiatives.
• Own the voice of the customer through:
  • qualitative research, user interviews
  • churn exit interviews
  • segmentation and translating insights into requirements, user stories, and value propositions
• Continuously iterate and experiment:
  • run A/B tests
  • evaluate retention feature impact
  • refine, scale what works, and sunset what doesn’t
• Mentor other PMs and act as a thought leader in retention best practices.
• Work with GTM and Marketing to ensure lifecycle messaging and positioning reinforce retention/renewal behaviors.
• Present to senior leadership on strategy, roadmap, progress, and business impact.

Requirements (Must-Haves)

• 10+ years of product management experience in software/digital products.

Nice-to-Haves

• Not specified in the provided excerpt.