Director, Customer Retention
New
H
HighLevelSaaS
Listing location: United States; Workplace type: RemoteFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 12+ of experience; 5+ years managing managers
- Required Skills
- Data AnalysisSaaS
Requirements
- Bring 12+ years of experience improving gross and net revenue retention in a SaaS environment.
- Have 5+ years of experience managing managers and a proven record leading teams of 20+ people.
- Demonstrate success transforming reactive support or care teams into proactive, retention-driven organizations.
- Show measurable results reducing involuntary and voluntary churn through de-escalation, early adoption, or save programs.
- Understand plan mix, cohort behavior, discount impact, and the relationship between customer experience and revenue outcomes.
- Have deep fluency in activation, onboarding milestones, first-value attainment, retention, and expansion metrics.
- Bring expertise in SOP development, process improvement, and scaling through systems and tooling.
- Demonstrate strong coaching ability, stakeholder collaboration, analytical skills, and data-driven decision-making.
- Hold a bachelor’s degree in Business, Communications, Management, or a related field, or have equivalent practical experience.
- An MBA or advanced degree is preferred but not required.
Responsibilities
- Lead and oversee three Customer Care/Retention teams of 40+ members focused on proactive resolution, engagement, and churn prevention.
- Rebuild Customer Care into a Retention & De-Escalation Center designed to protect revenue and reduce churn.
- Create and operationalize retention frameworks that eliminate friction, close expectation gaps, and accelerate adoption.
- Drive early activation, onboarding success, and value realization across customers’ first 90 days.
- Identify customer-risk patterns and design playbooks for proactive outreach before churn occurs.
- Partner with Customer Success, Account Management, Support, Product, and Marketing to improve the customer journey.
- Translate frontline insights and root-cause analysis into product improvements, experience fixes, and roadmap input.
- Own retention KPIs, forecasting for churn and saves, capacity planning, staffing forecasts, and headcount alignment.
- Standardize SOPs, documentation, and workflows; champion automation and process improvements.
- Lead, coach, and develop frontline managers and team leads.
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