Director, Customer Retention

HighLevel

. Lead and oversee three Customer Care/Retention teams with 40+ members focused on proactive resolution, engagement, and churn prevention .

Posted 11/11/2026full-timeRemote • United StatesLead💰 $160,000 - $195,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in revenue retention strategies within a SaaS environment, focusing on proactive customer engagement, churn reduction, and operational excellence. Proven ability to lead large teams, develop effective frameworks, and translate customer insights into actionable business improvements.

Highest-signal resume keywords

Revenue Retention StrategiesTeam LeadershipChurn Reduction InitiativesSOP DevelopmentData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Gross Revenue RetentionNet Revenue RetentionChurn AttributionOnboarding SuccessProcess ImprovementCustomer Risk PatternsEarly Lifecycle MetricsDe-Escalation FrameworksRetention FrameworksCapacity Planning

Soft Skills

Coaching AbilityStakeholder ManagementCustomer-Centric Problem SolvingContinuous ImprovementCollaboration

Certifications & Qualifications

Bachelor’s DegreeMBA or Advanced Degree Preferred

Industry Keywords

SaaS EnvironmentCustomer CareRetentionCustomer SuccessOperational Excellence

About the role

Key responsibilities & impact

Lead and oversee three Customer Care/Retention teams with 40+ members focused on proactive resolution, engagement, and churn prevention
Rebuild Customer Care into a Retention & De-Escalation Center designed to protect revenue and reduce churn
Create and operationalize retention frameworks that eliminate friction, close expectation gaps, and accelerate adoption
Drive early activation, onboarding success, and value realization during customers’ first 90 days
Identify customer-risk patterns and design proactive outreach playbooks
Ensure team proficiency and certification in onboarding SOPs, including KO Calls and Implementation Calls
Partner with Customer Success, Account Management, Support, Product, and Marketing on a retention-driven customer journey
Translate frontline insights into product improvements, experience fixes, and revenue-impacting initiatives
Influence product roadmap decisions through customer insights, patterns, and root-cause analysis
Own a revenue-retention operating model and KPIs tied to gross retention, save rate, activation milestones, and churn attribution
Establish performance systems for customer save motions, capacity, and routing prioritization
Standardize SOPs, documentation, and workflows for scalable retention operations
Implement churn and saves forecasting to improve revenue-risk visibility and enable proactive interventions
Champion automation and process innovations to reduce manual effort and improve customer outcomes
Lead, coach, and develop frontline managers and team leads
Foster high accountability, continuous improvement, and customer-centric problem solving
Own capacity planning, staffing forecasts, and headcount alignment

Requirements

What you’ll need

12+ years of experience improving Gross & Net Revenue Retention in a SaaS environment
5+ years managing managers, with proven success leading large teams of 20+ people
Demonstrated ability to transform reactive support or care teams into proactive, retention-driven organizations
Expert at turning reactive support environments into proactive revenue-saving teams, with measurable reductions in involuntary and voluntary churn
Strong commercial mindset, including understanding plan mix, cohort behavior, discount impact, and customer experience’s influence on revenue outcomes
Deep fluency in early lifecycle metrics, including activation, onboarding milestones, and first-value attainment
Proven experience building de-escalation frameworks, early adoption programs, or churn reduction initiatives with measurable results
Expertise in SOP development, process improvement, and scaling through systems and tooling
Exceptional coaching ability and leadership development skills
Strong collaboration and stakeholder management across product, marketing, success, support, and operations
Highly analytical and data-driven, with ability to translate insights into actionable strategies
Bachelor’s degree in Business, Communications, Management, or related field, or equivalent practical experience
MBA or advanced degree preferred but not required