💼 About This Role

You'll lead HighLevel's retention engine, overseeing early adoption, de-escalation, and churn prevention for a remote-first SaaS company. You'll build a proactive team that reduces churn and drives net revenue retention by ensuring customers find value in their first 90 days.

🎯 What You'll Do

• Lead 3 retention teams of 40+ members
• Design churn-prevention frameworks and playbooks
• Drive early adoption and activation within first 90 days
• Partner with cross-functional teams to improve customer journey

📋 Requirements

• 12+ years of experience in SaaS retention
• 5+ years managing managers with teams of 20+
• Proven track record improving Gross Retention and Net Revenue Retention
• Experience building de-escalation and early adoption programs

✨ Nice to Have

• MBA or advanced degree
• Experience with HighLevel platform

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Panel Interview· 60 min