Director, Customer Retention & De-Escalation

HighLevel; United States; Remote; USD 114,000 - 177,000; Full time

Job summary

A leading digital marketing platform is seeking a Director of Customer Retention to enhance customer experience and operational efficiency. The successful candidate will manage multiple teams to prevent churn, improve customer onboarding, and collaborate with various departments to optimize customer journeys. Ideal candidates will have over 12 years of SaaS experience and a strong track record in retention strategies. This role offers a competitive salary and a dynamic, growth-oriented environment.

Qualifications

• 12+ years of experience improving Gross & Net Revenue Retention in SaaS.
• 5+ years managing managers with success in large teams.
• Strong operational mindset and expertise in SOP development.

Responsibilities

• Lead and oversee Customer Care/Retention teams focused on engagement and churn prevention.
• Drive early activation and onboarding success.
• Partner with cross-functional teams to enhance the customer journey.

Skills

Customer experience

Team leadership

Customer lifecycle management

Analytics

Education

Bachelor’s degree in Business, Communications, Management, or related field

Job description

A leading digital marketing platform is seeking a Director of Customer Retention to enhance customer experience and operational efficiency. The successful candidate will manage multiple teams to prevent churn, improve customer onboarding, and collaborate with various departments to optimize customer journeys. Ideal candidates will have over 12 years of SaaS experience and a strong track record in retention strategies. This role offers a competitive salary and a dynamic, growth-oriented environment.