HighLevel

Lead and evolve customer retention teams and strategies to reduce churn and improve customer success. | 12+ years experience in SaaS retention leadership, managing large teams, and expertise in churn prevention and operational excellence. | About Us HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. Our People With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. Our Impact Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that. Learn more about us on our YouTube Channel or Blog Posts Who You Are: You are a customer-obsessed retention leader who thrives at the intersection of customer experience, success, support, and operations. You excel at building high-performing teams that don’t just solve problems, they prevent them. You bring deep expertise in customer lifecycle management, churn prevention, early adoption, and de-escalation. You know how to develop managers, scale programs, and use customer insights to drive measurable improvements in retention, NRR, and product adoption. You are energized by helping customers find value quickly and by creating an environment where teams feel empowered, accountable, and proud of the experience they deliver. As the Director,Customer Retention, you will lead and evolve HighLevel’s retention engine across early adoption, de-escalation, frontline care, and customer value realization. You will partner closely with cross-functional teams to ensure customers achieve success in their first 90 days — the most critical driver of long-term retention. You thrive in high-growth environments, take ownership of customer outcomes, and operate with a balanced mindset of strategy, operational excellence, and people leadership. What you'll be doing: Retention Leadership & Strategy • Lead and oversee 3 Customer Care/Retention teams (40+ members) focused on proactive resolution, engagement, and churn prevention. • Rebuild the org from "Customer Care” into a Retention & De-Escalation Center designed to protect revenue and reduce churn at scale • Create and operationalize retention frameworks that eliminate friction, close expectation gaps, and accelerate adoption. Early Adoption & Customer Health • Drive early activation, onboarding success, and value realization across the first 90 days, the period most correlated with long-term retention. • Identify customer-risk patterns early and design playbooks that trigger proactive outreach before churn happens. • Ensure the team is skilled and certified in all onboarding SOPs, including KO Calls and Implementation Calls. Cross-Functional Collaboration • Partner with Customer Success, Account Management, Support, Product, and Marketing to create a seamless, 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 from frontline interactions. Operational Excellence • Own and run a revenue-retention operating model with clear KPIs tied to gross retention, save rate, activation milestones, and churn attribution • Own and improve the metrics that matter, including: • Net Revenue Retention • Early adoption rates • Escalation deflection • Establish a performance system that measures and improves the quality, coverage, and speed of customer save motions and optimizes capacity and routing models so the highest-revenue and highest-risk customers receive prioritized attention • Standardize SOPs, documentation, and workflows that allow retention operations to scale efficiently. • Implement forecasting discipline for churn and saves, improving visibility of revenue risk and enabling proactive interventions • Champion automation and process innovations that reduce manual effort and improve customer outcomes. Leadership & People Development • Lead, coach, and develop frontline managers and team leads — building a leadership bench that can scale with the org. • Foster a culture of high accountability, continuous improvement, and customer-centric problem solving. • Own capacity planning, staffing forecasts, and headcount alignment to support organizational growth. What You’ll Bring: • 12+ of experience, a proven track record of improving Gross & Net Revenue Retention in a SaaS environment, with clear playbooks that moved the needle (early adoption, de-escalation, save motions, product activation). • 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 — understands plan mix, cohort behavior, discount impact, and how customer experience directly influences revenue outcomes. • Deep fluency in early lifecycle metrics (activation, onboarding milestones, first-value attainment) and how these correlate to long-term retention and expansion. • Proven experience building de-escalation frameworks, early adoption programs, or churn reduction initiatives with measurable results. • Strong operational mindset with expertise in SOP development, process improvement, and scaling through systems and tooling. • Exceptional coaching ability — you build leaders who build strong teams. • Strong collaboration and stakeholder management skills across product, marketing, success, support, and operations. • Highly analytical, data-driven, and able to translate insights into actionable strategies. • Positive, resilient, and passionate about helping customers achieve long-term success. • Experience/Education/Certifications Required: • Bachelor’s degree in Business, Communications, Management, or a related field (or equivalent practical experience). • MBA or advanced degree preferred but not required. The salary range for this position is $114000 - $194000 annually. Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. #LI-Remote #LI-SV1 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Manage high-value customer accounts through regular check-ins, onboarding, and tailored solutions to drive retention and satisfaction. | At least 5 years in customer-facing SaaS roles, preferably with experience in HighLevel or similar platforms, strong communication and organizational skills, and Spanish language proficiency. | About Us HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames. Our People With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Our Impact As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. What You’ll Be Doing: • Conduct regular check-ins, quarterly business reviews, and account audits for high-value customers to assess needs, drive satisfaction, and ensure retention • Build and manage relationships with high-ticket customers by setting clear expectations, addressing challenges, and delivering tailored solutions. • Lead and execute on-time client implementations while ensuring seamless onboarding and integration. • Effectively communicate best practices, strategies, and product insights to clients and internal teams to optimise customer success. • Act as a key liaison for customer feedback, translating business needs and product requirements into actionable solutions. • Maintain close collaboration with internal teams to ensure alignment, streamline processes, and meet customer expectations. • Configure test, and validate customer accounts to confirm that products meet business needs and function as intended. • Work cross-functionally within the Customer Success team to share knowledge, provide updates on customer engagements, and ensure smooth customer experiences. • Adapt quickly to product updates, feature releases, and changes, providing strategic communication to stakeholders. • Identify missed opportunities within customer accounts, driving adoption and maximising value through proactive training and support. • Consult with clients on priorities related to upcoming feature roadmaps and product enhancements • Proactively identify opportunities to improve processes, enhance revenue, and boost product efficiency. • Demonstrate technical acumen by developing workable solutions aligned with customer goals • Resolve issues and risks through collaborative, cross-functional efforts. • Stay up to date with product developments, maintain expertise in features and functionality, and deliver consistent education to customers • Exhibit a team-oriented attitude and a strong passion for customer success. • Take ownership of short-turnaround projects and deliver results under tight deadlines • Continuously improve customer relationship management processes to ensure optimal customer outcomes • Perform other duties as assigned in response to evolving business needs. What You’ll Bring: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Experience/Education/Certifications Required: • We’re looking for a dynamic and passionate Spanish-speaking Customer Success Manager to join our team • Bachelor’s Degree or equivalent SaaS experience is strongly preferred. At least 5 years in a customer-facing and/or implementation role, preferably within a SaaS organization • Prior experience using HighLevel or other similar vertical solutions preferred. • Proficiency in applications such as MS Office, Google Suite, Zoom, and Slack is strongly preferred • Demonstrates excellent time management, organizational abilities, and exceptional interpersonal communication skills, both verbal and written • Self-Motivated and proactive in maintaining regular communication with customers, management, and peers to ensure alignment and progress. • Exhibits strong critical thinking, effective communication, and creative problem-solving skills to address challenges and deliver solutions. • Skilled in managing sensitive customer issues with professionalism, tact, and diplomacy • Operates as a self-starter with a positive attitude, a strong sense of ownership, and a commitment to personal and professional growth within a dynamic team environment. • Adept at multi-tasking and navigating ambiguity in a fast-paced, collaborative workplace, ensuring priorities are managed effectively • Highly organized and capable of balancing multiple responsibilities while meeting deadlines and maintaining attention to detail.