Customer Retention Specialist

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

Education & Experience:

• Bachelor's degree preferred
• 2+ years of Customer Service or B2B Sales experience.