Staff Product Manager - (Customer Retention - Platform)

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 behavior, product usage, engagement, and renewal.

Key Responsibilities

• Define and Track Metrics: Monitor churn rate (by cohort, segment), renewal/expansion rates, usage/engagement KPIs, net revenue retention, and product health scores
• Leverage Data Science: Work with Data Science/Analytics to develop predictive models (churn risk, customer health scoring) and translate insights into prioritized product work-streams
• Design Retention Features: Build product capabilities (features, flows, nudges, onboarding, in-app guidance, retention campaigns) that proactively engage users and optimize for renewal
• Cross-Functional Collaboration: Partner with Customer Success, Onboarding, and Growth teams to build expansion hooks, upsell, cross-sell, and stickiness strategies
• Influence Roadmap: Collaborate with engineering, design, UX, growth, and marketing to prioritize and execute retention-centric initiatives
• Customer Voice: Conduct qualitative research, user interviews, churn exit interviews, and segmentation analysis; translate insights into product requirements and value propositions
• Run Experiments: Execute A/B tests, evaluate impact of retention features, refine, and scale what works
• Mentor & Lead: Coach other product managers on adjacent areas (onboarding, expansion); act as a thought-leader in retention best practices
• GTM Alignment: Collaborate with GTM and marketing teams to ensure messaging and lifecycle communications reinforce retention/renewal behaviors
• Executive Communication: Present strategy, roadmap, progress, and business impact to senior leadership

Requirements

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