Director, Customer Retention
Core
Lead and evolve the retention engine to drive customer success, prevent churn, and ensure value realization in the first 90 days.
Role type
Director, Customer Retention
Builds
HighLevel's retention engine and customer success programs
Domain
SaaS / AI-powered business operating system
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
customer lifecycle management, churn prevention, early adoption, de-escalation, team development, program scaling, data-driven retention strategy
Preferred skills
experience in high-growth environments, cross-functional partnership
Technologies
None stated
Responsibilities
Lead the retention engine across early adoption, de-escalation, frontline care, and customer value realization; partner with cross-functional teams to ensure customer success in the first 90 days; develop managers and scale programs to improve retention and NRR.
Seniority
Director, strategic leadership with hands-on operational oversight