Director, Customer Retention

1 hour, 54 minutes ago
Full-time
Executive
Customer and Technical Support
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

Description

  • Lead and oversee three Customer Care/Retention teams of 40+ people focused on proactive resolution, engagement, and churn prevention.
  • Rebuild the customer care organization into a retention and de-escalation center that protects revenue and reduces churn at scale.
  • Create and operationalize retention frameworks that reduce friction, close expectation gaps, and accelerate adoption.
  • Drive early activation, onboarding success, and value realization across the first 90 days of the customer lifecycle.
  • Identify customer-risk patterns early and design proactive outreach playbooks to prevent churn.
  • Ensure the team is trained and certified on onboarding SOPs, including KO Calls and Implementation Calls.
  • Partner with Customer Success, Account Management, Support, Product, and Marketing to improve the customer journey.
  • Translate frontline insights into product improvements, experience fixes, and revenue-impacting initiatives.
  • Influence product roadmap decisions using customer insights, pattern analysis, and root-cause findings.
  • Own retention operations, including KPI management, forecasting, SOPs, workflows, capacity planning, and routing models.
  • Lead, coach, and develop frontline managers and team leads while building a scalable leadership bench.

Requirements

  • 12+ years of experience with a proven record of improving gross and net revenue retention in a SaaS environment.
  • 5+ years of experience managing managers and leading large teams of 20+ people.
  • Experience transforming reactive support or care teams into proactive, retention-driven organizations.
  • Strong commercial mindset with understanding of plan mix, cohort behavior, discount impact, and revenue outcomes.
  • Deep fluency in early lifecycle metrics such as activation, onboarding milestones, and first-value attainment.
  • Experience building de-escalation frameworks, early adoption programs, or churn reduction initiatives with measurable results.
  • Strong operational mindset with expertise in SOP development, process improvement, and scaling through systems and tooling.
  • Exceptional coaching and leadership skills with the ability to develop managers and build strong teams.
  • Strong collaboration and stakeholder management skills across product, marketing, success, support, and operations.
  • Bachelor’s degree in Business, Communications, Management, or a related field, or equivalent practical experience; MBA or advanced degree preferred.

Benefits

  • Remote-first work environment.
  • Full-time role.
  • Annual salary range of $114,000 to $177,000.
  • Variable pay included in compensation.
  • Opportunity to work at a global company supporting over 2 million businesses.
  • Equal Opportunity Employer status.

Interested in this position?

Apply directly on the company website

Apply Now

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