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Director, Customer Retention

1 hour, 48 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Apply Now
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
View All Jobs 96

Description

  • Lead and oversee three Customer Care/Retention teams of 40+ employees focused on proactive resolution, engagement, and churn prevention.
  • Rebuild the customer care function 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 product adoption.
  • Drive early activation, onboarding success, and customer value realization during the first 90 days of the customer lifecycle.
  • Identify at-risk customer patterns early and develop playbooks for proactive outreach before churn occurs.
  • 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 customer insights into product improvements, operational fixes, and revenue-impacting initiatives.
  • Own retention metrics and reporting, including gross retention, save rate, activation milestones, churn attribution, NRR, early adoption, and escalation deflection.
  • Develop managers and team leads, build leadership depth, and own staffing, capacity planning, and headcount alignment.

Requirements

  • 12+ years of experience with a proven track 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.
  • Demonstrated success transforming reactive support or care teams into proactive, retention-driven organizations.
  • Strong commercial mindset with understanding of plan mix, cohort behavior, discount impact, and the revenue effect of customer experience.
  • 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 skills in SOP development, process improvement, and scaling through systems and tooling.
  • Exceptional coaching and leadership ability with experience developing other leaders.
  • 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 full-time role.
  • Annual salary range of $114,000 to $194,000.
  • Opportunity to work at a global company serving SMBs in 150+ countries.
  • Equal Employment Opportunity employer.
  • AI-assisted hiring process with human final decisions.

Interested in this position?

Apply directly on the company website

Apply Now

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