Director, Customer Retention

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. The company is looking for a Director, Customer Retention to lead and evolve their retention engine across early adoption, de-escalation, frontline care, and customer value realization.

Requirements

• 12+ years of experience in a SaaS environment with a proven track record of improving Gross & Net Revenue Retention
• 5+ years of experience managing managers with proven success leading large teams of 20+ people
• Ability to transform reactive support or care teams into proactive, retention-driven organizations
• Strong commercial mindset and fluency in early lifecycle metrics
• Experience building de-escalation frameworks, early adoption programs, or churn reduction initiatives

Benefits

• 401k Matching
• Generous Paid Time Off