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Director, Customer Retention United StatesRevenue Growth – Customer Retention /EE Full-Time /Remote APPLY FOR THIS JOB 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 i ... (truncated, view full listing at source)