Customer Retention Specialist I

About HighLevel: HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 1 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames. Our People: With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Our Impact: As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 1 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen 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 :

Proactive Outreach & Engagement

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

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

Education & Experience

• Bachelor’s degree preferred

• 2+ years of Customer Service or B2B Sales experience

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 record keeping, 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. #LI-Remote #LI-KN1

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