Director, Customer Retention

The role

You will lead and grow HighLevel's customer retention team, covering early adoption, de-escalation, frontline care and customer value. You will manage 3 teams of 40+ people and work with Customer Success, Support, Product and Marketing to keep customers in their first 90 days and reduce churn.

What you will do

• Lead and oversee 3 Customer Care/Retention teams (40+ members) focused on proactive resolution, engagement and churn prevention
• Rebuild Customer Care into a Retention & De-Escalation Center to protect revenue and reduce churn at scale
• Drive early activation, onboarding success and value realization across the first 90 days
• Identify customer-risk patterns early and design playbooks that trigger proactive outreach
• Ensure the team is certified in onboarding SOPs, including KO Calls and Implementation Calls
• Partner with Customer Success, Account Management, Support, Product and Marketing on the customer journey
• Translate frontline insights into product improvements and influence the product roadmap
• Own a revenue-retention operating model with KPIs for gross retention, save rate, activation and churn attribution
• Lead, coach and develop frontline managers and team leads
• Own capacity planning, staffing forecasts and headcount alignment

Required qualifications

• 12+ years of experience
• Proven track record improving Gross and Net Revenue Retention in a SaaS environment
• 5+ years managing managers, leading teams of 20+ people
• Demonstrated ability to transform reactive support or care teams into proactive, retention-driven organizations
• Strong commercial mindset: plan mix, cohort behavior, discount impact
• Deep fluency in early lifecycle metrics such as activation and first-value attainment
• Experience building de-escalation frameworks, early adoption programs or churn reduction initiatives
• Operational mindset with expertise in SOP development, process improvement and scaling through tooling
• Exceptional coaching ability
• Strong collaboration and stakeholder management skills
• Analytical and data-driven
• Bachelor's degree in Business, Communications, Management or a related field (or equivalent practical experience)

Nice to have

• MBA or advanced degree

Benefits

• Bonus pay included

Before you apply

• Application includes a voluntary EEO demographic form that does not affect application status

About the company

HighLevel is an AI-powered business operating system for agencies, entrepreneurs and SMBs across 150+ countries. It operates as a global, remote-first organization with over 2,000 team members in 10+ countries.