Customer Retention Specialist
Core
Proactively outreach to at-risk customers to prevent churn and turn them into loyal advocates for HighLevel's AI-powered business operating system.
Role type
Customer Retention Specialist (B2B SaaS)
Builds
Retention and revenue stability for SMBs and agencies using HighLevel
Domain
SaaS / Customer Success / B2B
Deliverable
client delivery
Required skills
proactive outreach, consultative selling, objection handling, data analysis, CRM management, root cause analysis, plan optimization, documentation, trend identification
Preferred skills
SaaS product knowledge, CRM experience (GHL), Google Suite proficiency
Technologies
GHL (GoHighLevel), Google Suite
Responsibilities
Conduct daily outbound outreach (calls, emails) to assigned accounts; Engage customers flagged for HealthScore decline, payment failures, cancellation intent, low usage, or reactivation; Identify root causes of customer concerns; Provide consultative guidance and structured solutions; Communicate service value and handle objections; Identify opportunities for plan upgrades or reactivation; Log interactions and update CRM records; Identify trends impacting retention and provide feedback to leadership
Seniority
Mid-level, individual contributor