Customer Retention Specialist
About The Position
HighLevel is hiring a customer-obsessed Customer Retention Specialist to proactively engage customers at risk of churning and support customer outcomes. The role involves identifying retention risks, initiating meaningful conversations, diagnosing customer concerns, and guiding customers toward solutions that reinforce the value of staying with HighLevel. The specialist will work with data signals such as HealthScore declines, payment failures, cancellation intent, low product usage, and reactivation opportunities, with a focus on measurable impact on retention, engagement, and revenue. The position requires clear, empathetic communication and comfort working in a fast-paced, data-driven environment. The specialist will document interactions and outcomes in the GHL CRM, track patterns affecting retention, and provide feedback to leadership. HighLevel describes itself as a global, remote-first organization.
Requirements
- Strong 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.
- 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.
- At least 2 years of Customer Service or B2B Sales experience.
Nice To Haves
- Bachelor’s degree preferred.
- Familiarity with SaaS products and CRM systems; GHL experience is a plus.
- Working knowledge of Google Suite, including Docs, Sheets, and Calendar.
Responsibilities
- Conduct daily outbound calls, emails, and follow-ups to assigned accounts.
- Engage customers flagged for HealthScore decline, payment failures, cancellation intent, low product usage, or reactivation opportunities.
- Identify root causes of customer concerns through active listening and discovery.
- Provide consultative guidance and structured solutions to retain and support customers.
- 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, escalating recurring issues to leadership.
- Deliver personalized, positive support aligned with the company brand.
- Log interactions accurately and update CRM records in GHL.
- Apply appropriate tags and track case outcomes for reporting and analysis.
- Maintain detailed documentation for transparency and performance tracking.
- Identify trends and recurring challenges affecting 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
