Customer Retention Specialist

The role

You will reach out to customers at risk of leaving and help them keep using HighLevel. You will run daily outbound calls, emails and follow-ups, and log every interaction in the CRM.

What you will do

• Conduct daily outbound outreach (calls, emails, follow-ups) to assigned accounts
• Engage customers flagged for HealthScore decline, payment failures, cancellation intent, low product usage or reactivation
• Identify root causes behind customer concerns through active listening and discovery
• Provide consultative guidance and structured solutions to retain and support customers
• Communicate the value of HighLevel's services and handle objections professionally
• Identify opportunities for plan optimization, upgrades or reactivation
• Escalate recurring issues to leadership to support churn reduction and revenue retention
• Accurately log interactions, update CRM records in GHL, apply tags and track case outcomes
• Identify trends and recurring challenges affecting retention and give feedback to leadership
• Take ownership of individual performance metrics and outreach targets

Required qualifications

• Strong English communication skills, verbal and written
• Effective objection-handling and follow-up abilities
• Experience working in a remote environment with structured daily targets
• Organized, process-driven and detail-oriented approach
• Working knowledge of Google Suite (Docs, Sheets, Calendar)
• Ability to multitask while maintaining quality
• Customer-focused mindset with high emotional intelligence
• Comfort operating in a fast-paced, data-driven environment
• Reliable high-speed internet and a distraction-free workspace
• 2+ years of Customer Service or B2B Sales experience

Nice to have

• Familiarity with SaaS products and CRM systems
• GHL experience
• Bachelor's degree

Before you apply

• Remote role with a reliable high-speed internet and a distraction-free workspace required

About the company

HighLevel is an AI-powered business operating system used by agencies, entrepreneurs and small businesses in 150+ countries. The company describes itself as a global, remote-first organization with over 2,000 team members.