Director, Customer Retention

HighLevel(1 month ago)

RemoteFull TimeDirector$165,059 - $220,519 (estimated)Customer Success

About this role

The Director, Customer Retention at HighLevel leads and evolves the company’s retention engine across early adoption, de-escalation, frontline care, and customer value realization. This role owns strategy and operations to improve gross and net revenue retention, especially within the first 90 days of the customer lifecycle. The director will oversee multiple customer care/retention teams, partner closely with cross-functional stakeholders, and translate frontline insights into product and experience improvements. The position emphasizes building a proactive, revenue-protecting organization and developing strong leaders within a high-growth, remote-first SaaS environment.

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Required Skills

Customer Retention
Customer Experience
Customer Success
Customer Support
Operations Management
Team Leadership
Churn Prevention
Customer Lifecycle
Early Adoption
De Escalation

+19 more

Qualifications

Bachelor’s Degree in Business
Bachelor’s Degree in Communications
Bachelor’s Degree in Management
MBA

About HighLevel

gohighlevel.com

GoHighLevel is an all‑in‑one marketing and CRM platform built for digital marketing agencies to capture, nurture, and manage client leads and campaigns. It bundles CRM/pipelines, automated workflows, landing pages and funnels, email/SMS marketing, appointment scheduling, calling/tracking, and reputation management into a white‑label SaaS agencies can brand and resell. Agencies use GoHighLevel to consolidate separate tools, automate client funnels and communications, track performance, and deliver a turnkey branded software solution without building their own stack.