Director, Customer Retention

HighLevel is seeking a Director, Customer Retention to lead and evolve their retention engine across early adoption, de-escalation, frontline care, and customer value realization. The successful candidate will have a proven track record of improving Gross & Net Revenue Retention in a SaaS environment and experience in transforming reactive support or care teams into proactive, retention-driven organizations.

Requirements

• Lead and oversee 3 Customer Care/Retention teams (40+ members)
• Create and operationalize retention frameworks that eliminate friction, close expectation gaps, and accelerate adoption
• 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 before churn happens
• Partner with cross-functional teams to ensure customers achieve success in their first 90 days
• Transform reactive support or care teams into proactive, retention-driven organizations

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Tuition Reimbursement