Director, Customer Retention

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $160k - $195k / year

⏰ Full Time

🔴 Lead

🔄 Customer Retention Specialist

👻 Ghost score 5%

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HighLevel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💼 Consulting

📦 Logistics

☁️ SaaS

💰 Series A on 2021-11

Consulting • Logistics • SaaS

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

📋 Description

• Lead and oversee three Customer Care/Retention teams with 40+ members focused on proactive resolution, engagement, and churn prevention • Rebuild Customer Care into a Retention & De-Escalation Center designed to protect revenue and reduce churn • Create and operationalize retention frameworks that eliminate friction, close expectation gaps, and accelerate adoption • Drive early activation, onboarding success, and value realization during customers’ first 90 days • Identify customer-risk patterns and design proactive outreach playbooks • Ensure team proficiency and certification in onboarding SOPs, including KO Calls and Implementation Calls • Partner with Customer Success, Account Management, Support, Product, and Marketing on a 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 • Own a revenue-retention operating model and KPIs tied to gross retention, save rate, activation milestones, and churn attribution • Establish performance systems for customer save motions, capacity, and routing prioritization • Standardize SOPs, documentation, and workflows for scalable retention operations • Implement churn and saves forecasting to improve revenue-risk visibility and enable proactive interventions • Champion automation and process innovations to reduce manual effort and improve customer outcomes • Lead, coach, and develop frontline managers and team leads • Foster high accountability, continuous improvement, and customer-centric problem solving • Own capacity planning, staffing forecasts, and headcount alignment

🎯 Requirements

• 12+ years of experience improving Gross & Net Revenue Retention in a SaaS environment • 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, including understanding plan mix, cohort behavior, discount impact, and customer experience’s influence on revenue outcomes • Deep fluency in early lifecycle metrics, including activation, onboarding milestones, and first-value attainment • Proven experience building de-escalation frameworks, early adoption programs, or churn reduction initiatives with measurable results • Expertise in SOP development, process improvement, and scaling through systems and tooling • Exceptional coaching ability and leadership development skills • Strong collaboration and stakeholder management across product, marketing, success, support, and operations • Highly analytical and data-driven, with ability to translate insights into actionable strategies • Bachelor’s degree in Business, Communications, Management, or related field, or equivalent practical experience • MBA or advanced degree preferred but not required

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