About the role

Aplyr's Quick Take

This role is about leading customer retention efforts at HighLevel, focusing on improving customer experience and reducing churn. You'll manage teams that handle customer support and success, ensuring clients find value in the product quickly. It's a leadership position that combines strategy with hands-on management.

Good fit

Ideal candidates have extensive experience in customer retention and team leadership, particularly in tech or SaaS environments. You should be proactive, data-driven, and skilled at developing others while fostering a customer-centric culture.

Worth noting

The company emphasizes a remote-first culture and values innovation and ownership, which may appeal to those looking for flexibility and autonomy. However, the spec is vague on specific metrics or goals for success in this role.

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:

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:

Skills & Tags

go ai data product

Aplyr's read

HighLevel is a dynamic marketing and CRM platform, ideal for tech-savvy professionals in agencies and small businesses seeking to optimize customer engagement.
Synthesized from recent postings & public sources

What's promising

•HighLevel offers a comprehensive suite of marketing tools tailored for agencies and small businesses.
•The company is actively expanding its engineering and product management teams, indicating growth.
•HighLevel's focus on CRM and marketing integration provides a cohesive user experience.

What to watch

•HighLevel's market is competitive, with many established players in marketing technology.
•Limited public information about its financial performance may concern potential applicants.
•The company's rapid expansion may lead to growing pains and integration challenges.

Why HighLevel

•HighLevel specifically targets agencies and small businesses with its CRM and marketing solutions.
•The platform integrates marketing and CRM tools, reducing the need for multiple software solutions.
•HighLevel's recent hires emphasize a strong focus on enhancing mobile and cross-platform experiences.

Aplyr’s read is generated by AI from public sources. Was it useful?

About HighLevel

HighLevel

gohighlevel.com

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HighLevel is a comprehensive marketing and CRM platform designed for agencies and small businesses to manage their customer relationships and marketing efforts effectively.