HighLevel
SaaS
CustomerRetentionSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Retention Specialist at HighLevel. Skills: Customer Retention, Proactive Outreach, Problem Solving, Communication. Proactive Outreach & Engagement. Conduct daily outbound outreach (calls, emails, follow-ups) to assigned accounts.”
What You'll Achieve.
Support churn reduction and revenue retention goals; Take ownership of individual performance metrics and outreach targets
Industry & Context.
Spot risks before they turn into churn; Diagnosing the real issue; Guiding customers toward solutions; Identify root causes behind customer concerns; Provide consultative guidance and structured solutions; Identify opportunities for plan optimization, upgrades, or reactivation; Identify trends and recurring challenges impacting retention
Reliable high-speed internet and a distraction-free workspace
What They're Looking For.
Must Have
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, 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, 2+ years of Customer Service or B2B Sales experience
Nice to Have
GHL experience is a plus, Familiarity with SaaS products and CRM systems
What You'll Do.
Proactive Outreach & Engagement
Conduct daily outbound outreach (calls
follow-ups) to assigned accounts.
Engage customers flagged for: HealthScore decline
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
or reactivation where appropriate.
Support churn reduction and revenue retention goals through escalating recurring issues to leadership.
Customer Experience & Documentation
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 product knowledge of HighLevel services and best practices.
Take ownership of individual performance metrics and outreach targets.
How You'll Work.
Communication Scope
English communication skills (verbal and written); Effective objection-handling and follow-up abilities; Communicate with clarity and empathy; Communicate the value of HighLevel’s services clearly and confidently
Full Job Description
## 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 confidenc
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