Customer Retention Specialist

Highlevel; United States; Remote; USD 44,000 - 52,000; Full time

Job summary

HighLevel is seeking a Customer Retention Specialist to proactively engage at-risk customers, diagnose issues, and guide them toward continued success with HighLevel’s SaaS platform.

You will operate in a remote-first environment, leveraging HealthScore indicators, payment data, and usage metrics to minimize churn and maximize retention and revenue. Strong English communication and problem-solving skills are essential for success.

Qualifications

• Bachelor’s degree preferred with strong communication skills.
• 2+ years in Customer Service or B2B sales or related field.
• Experience working remotely with structured daily targets.
• Ability to diagnose issues via active listening and provide consultative guidance.
• Familiarity with SaaS products and CRM systems (preferably HighLevel).
• Proficiency with Google Suite and data-driven communication.

Responsibilities

• Conduct daily outbound outreach (calls, emails, follow-ups) to assigned accounts.
• Engage customers flagged for HealthScore decline, payment issues, cancellation intent, or low usage.
• Identify root causes through active listening and discovery.
• Provide consultative guidance and structured solutions to retain customers.
• Support churn reduction and revenue retention goals by escalating issues to leadership.

Skills

English communication

Objection handling

Remote work experience

Organized approach

SaaS familiarity

GHL familiarity

Google Suite

Multitasking

Emotional intelligence

Fast-paced environment

Education

Bachelor’s degree preferred

Tools

CRM systems (GHL)

Job description

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

As a Customer Retention Specialist, you're going to be customer-obsessed, proactively outreaching to customers at risk, and driven by results. You naturally spot risks before they turn into churn and take ownership of customer outcomes. You’re comfortable initiating meaningful conversations, handling objections with confidence, and turning at-risk customers into loyal advocates.

You bring a consultative mindset to every interaction — listening first, diagnosing the real issue, and guiding customers toward solutions that reinforce the value of staying with HighLevel. Data signals like HealthScore drops, payment failures, cancellation intent, low product usage, and reactivation opportunities don’t intimidate you; they energize you.

You thrive in fast-paced environments, communicate with clarity and empathy, and are motivated by measurable impact on retention, engagement, and revenue.

What You’ll Be Doing:

• Conduct daily outbound outreach (calls, emails, follow-ups) to assigned accounts.




• Engage customers flagged for:

  
  
  
  

  • HealthScore decline

  
  

  • Payment failures

  
  

  • Cancellation intent

  
  

  • Low product usage

  
  

  • Reactivation opportunities

  
  



• Identify root causes behind customer concerns through active listening and discovery.




• Provide consultative guidance and structured solutions to retain and support customers.

Retention & Revenue Support

• Communicate the value of HighLevel’s services clearly and confidently.




• Handle objections professionally and work toward mutually beneficial outcomes.




• Identify opportunities for plan optimization, upgrades, or reactivation where appropriate.




• Support churn reduction and revenue retention goals through escalating recurring issues to leadership.

Customer Experience & Documentation

• Deliver personalized, positive support aligned with the company brand.




• Accurately log all interactions and update CRM records in GHL.




• Apply appropriate tags and track case outcomes for reporting and analysis.




• Maintain detailed documentation to support transparency and performance tracking.

Continuous Improvement

• Identify trends and recurring challenges impacting retention.




• Provide feedback to leadership on improvement opportunities.




• Maintain strong product knowledge of HighLevel services and best practices.




• Take ownership of individual performance metrics and outreach targets.

What You’ll Bring :

• Strong English communication skills (verbal and written)




• Effective objection-handling and follow-up abilities




• Experience working in a remote environment with structured daily targets




• Organized, process-driven, and detail-oriented approach




• Familiarity with SaaS products and CRM systems (GHL experience is a plus)




• Working knowledge of Google Suite (Docs, Sheets, Calendar)




• Ability to multitask while maintaining quality




• Customer-focused mindset with high emotional intelligence




• Comfort operating in a fast-paced, data-driven environment




• Reliable high-speed internet and a distraction-free workspace

Education & Experience :

• Bachelor’s degree preferred




• 2+ years of Customer Service or B2B Sales experience.

The salary range for this position is $44000 - $52000 annually.

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. We recommend that you review our Privacy Policy before submitting your application.

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