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HighLevel · 3 weeks ago

Director, Customer Retention

United States

Full-time

Remote

Director/Executive

12+ years exp

HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. As the Director of Customer Retention, you will lead and evolve HighLevel’s retention engine, focusing on customer lifecycle management, churn prevention, and early adoption strategies to ensure customer success and long-term retention.

AdvertisingCRME-Commerce PlatformsMarketing

Responsibilities

Lead and oversee 3 Customer Care/Retention teams (40+ members) focused on proactive resolution, engagement, and churn prevention

Rebuild the org from 'Customer Care' into a Retention & De-Escalation Center designed to protect revenue and reduce churn at scale

Create and operationalize retention frameworks that eliminate friction, close expectation gaps, and accelerate adoption

Drive early activation, onboarding success, and value realization across the first 90 days, the period most correlated with long-term retention

Identify customer-risk patterns early and design playbooks that trigger proactive outreach before churn happens

Ensure the team is skilled and certified in all onboarding SOPs, including KO Calls and Implementation Calls

Partner with Customer Success, Account Management, Support, Product, and Marketing to create a seamless, retention-driven customer journey

Translate frontline insights into product improvements, experience fixes, and revenue-impacting initiatives

Influence product roadmap decisions through customer insights, patterns, and root-cause analysis from frontline interactions

Own and run a revenue-retention operating model with clear KPIs tied to gross retention, save rate, activation milestones, and churn attribution

Own and improve the metrics that matter, including: Net Revenue Retention, Early adoption rates, Escalation deflection

Establish a performance system that measures and improves the quality, coverage, and speed of customer save motions and optimizes capacity and routing models so the highest-revenue and highest-risk customers receive prioritized attention

Standardize SOPs, documentation, and workflows that allow retention operations to scale efficiently

Implement forecasting discipline for churn and saves, improving visibility of revenue risk and enabling proactive interventions

Champion automation and process innovations that reduce manual effort and improve customer outcomes

Lead, coach, and develop frontline managers and team leads — building a leadership bench that can scale with the org

Foster a culture of high accountability, continuous improvement, and customer-centric problem solving

Own capacity planning, staffing forecasts, and headcount alignment to support organizational growth

Qualification

Customer lifecycle managementChurn preventionRetention strategyOperational excellenceData-driven analysisSOP developmentTeam leadershipCoaching abilityCollaboration skillsPositive mindset

Required

12+ of experience, a proven track record of improving Gross & Net Revenue Retention in a SaaS environment, with clear playbooks that moved the needle (early adoption, de-escalation, save motions, product activation)

5+ years managing managers, with proven success leading large teams of 20+ people

Demonstrated ability to transform reactive support or care teams into proactive, retention-driven organizations

Expert at turning reactive support environments into proactive revenue-saving teams, with measurable reductions in involuntary and voluntary churn

Strong commercial mindset — understands plan mix, cohort behavior, discount impact, and how customer experience directly influences revenue outcomes

Deep fluency in early lifecycle metrics (activation, onboarding milestones, first-value attainment) and how these correlate to long-term retention and expansion

Proven 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 ability — you build leaders who build strong teams

Strong collaboration and stakeholder management skills across product, marketing, success, support, and operations

Highly analytical, data-driven, and able to translate insights into actionable strategies

Positive, resilient, and passionate about helping customers achieve long-term success

Bachelor's degree in Business, Communications, Management, or a related field (or equivalent practical experience)