Director, Customer Retention

11 hours, 43 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
201-500
Founded 2018
$60M raised

Description

  • Lead three Customer Care/Retention teams of 40+ members focused on proactive resolution, engagement, and churn prevention.
  • Transform Customer Care into a scalable Retention & De-Escalation Center focused on revenue protection and churn reduction.
  • Develop retention frameworks, early-adoption programs, and proactive risk playbooks that improve first-90-day customer outcomes.
  • Ensure team readiness and certification for onboarding SOPs, including KO Calls and Implementation Calls.
  • Partner with Customer Success, Account Management, Support, Product, and Marketing to deliver a seamless retention-focused customer journey.
  • Turn frontline insights and root-cause analysis into product improvements, experience fixes, and roadmap recommendations.
  • Own retention KPIs and operating models for gross retention, net revenue retention, save rate, activation milestones, churn attribution, and escalation deflection.
  • Improve save-motion quality, coverage, and speed; optimize customer routing and capacity planning for high-risk, high-revenue accounts.
  • Standardize SOPs, documentation, workflows, churn forecasting, and automation to scale retention operations.
  • Coach and develop frontline managers and team leads while building a culture of accountability and continuous improvement.

Requirements

  • 12+ years of experience improving gross and net revenue retention in a SaaS environment.
  • 5+ years of experience managing managers and leading teams of 20+ people.
  • Demonstrated success transforming reactive support or care teams into proactive, retention-driven organizations.
  • Experience reducing voluntary and involuntary churn through early adoption, de-escalation, save motions, and product activation programs.
  • Strong understanding of plan mix, cohort behavior, discount impact, and the relationship between customer experience and revenue outcomes.
  • Deep knowledge of lifecycle metrics, including activation, onboarding milestones, first-value attainment, retention, and expansion.
  • Experience building de-escalation frameworks, early-adoption programs, or churn-reduction initiatives with measurable results.
  • Expertise in SOP development, process improvement, operational scaling, systems, and tooling.
  • Strong analytical, coaching, stakeholder-management, and cross-functional collaboration abilities.
  • Bachelor’s degree in Business, Communications, Management, or a related field, or equivalent practical experience; MBA or advanced degree preferred.

Benefits

  • Annual salary range of $160,000–$195,000, including bonus pay.
  • Remote-first work environment.

Interested in this position?

Apply directly on the company website

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