Director, Customer Retention

HighLevel

United States
**
Customer lifecycle management expertise
Churn prevention and retention strategies
Early adoption and value realization
** HighLevel is seeking a Director of Customer Retention who is a customer-focused leader with a strong background in customer experience and lifecycle management. The ideal candidate will excel in building teams that enhance customer engagement and retention, driving measurable improvements in customer success metrics. This role requires expertise in churn prevention and operational excellence within a high-growth environment. **

Job Summary

  • The role involves leading HighLevel's retention engine across early adoption, de-escalation, frontline care, and customer value realization to ensure customers achieve success in their first 90 days.
  • This position requires a customer-obsessed leader who excels at building high-performing teams that prevent problems rather than just solving them while driving measurable improvements in retention and NRR.
  • HighLevel is a global, remote-first organization with over 2,000 team members that values initiative, clarity, and execution in supporting millions of businesses worldwide.

Matching Summary

Match Score: 75

** HighLevel is seeking a Director of Customer Retention who is a customer-focused leader with a strong background in customer experience and lifecycle management. The ideal candidate will excel in building teams that enhance customer engagement and retention, driving measurable improvements in customer success metrics. This role requires expertise in churn prevention and operational excellence within a high-growth environment. **

Skills & Requirements

Must-have

  • Customer lifecycle management expertise
  • Churn prevention and retention strategies
  • Early adoption and value realization
  • De-escalation and frontline care leadership
  • Cross-functional partnership skills

Nice-to-have

  • High-growth environment experience
  • Data-driven decision making
  • Remote-first team management
  • Customer obsession mindset
  • Strategic operational excellence

Key Requirements

  • Deep expertise in customer lifecycle management
  • Proven track record in churn prevention
  • Experience scaling programs and developing managers
  • Ability to drive measurable retention improvements

Work Rights

Not specified

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