Director, Customer Retention

Director, Customer Retention

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 tr