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Director Customer Retention Jobs (NOW HIRING)

HighLevel

Director, Customer Retention

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 ...

HighLevel

Director, Customer Retention

Charleston, WV · Remote

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 ...

pacsun

Director, CRM & Customer Strategy

Placentia, CA · On-site

$185K - $198K/yr

Director, CRM & Customer Strategy Join the Pacsun Community Co-created in Los Angeles, Pacsun ... Define the retention strategy, roadmap, and seasonal CRM calendar aligned to business objectives ...

Versaterm

OR · On-site

The Role The Director of Customer Success leads the post-sale customer lifecycle across all ... Own end-to-end retention and renewals strategy, by executing a proactive renewal motion (initiating ...

QXO

Director, Customer Experience

Atlanta, GA

Overview The Director, Customer Experience is accountable for designing, leading, and operating QXO ... Partner with Sales leadership to ensure alignment between customer experience, retention, and ...

Versaterm

Director, Customer Success

The Role The Director of Customer Success leads the post-sale customer lifecycle across all ... Own end-to-end retention and renewals strategy, by executing a proactive renewal motion (initiating ...

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Director Customer Retention information

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How much do director customer retention jobs pay per year?

As of Jun 9, 2026, the average yearly pay for director customer retention in the United States is $123,338.00, according to ZipRecruiter salary data. Most workers in this role earn between $95,000.00 and $147,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Director of Customer Retention, and why are they important?

To thrive as a Director of Customer Retention, you need a strong background in customer relationship management, data analytics, and strategic planning, often supported by a degree in business, marketing, or a related field. Familiarity with CRM platforms, retention analytics tools, and customer segmentation systems is typically required. Leadership, problem-solving, and excellent communication skills set outstanding candidates apart in this role. These skills ensure the ability to design effective retention strategies, foster customer loyalty, and drive long-term business growth.

What are the main challenges a Director of Customer Retention typically faces when implementing retention strategies across multiple channels?

A Director of Customer Retention often navigates challenges such as ensuring consistent messaging across various communication channels, integrating customer data from multiple sources, and personalizing retention initiatives at scale. Balancing short-term retention tactics with long-term loyalty-building strategies can also be demanding, especially in dynamic markets. Additionally, collaborating closely with marketing, sales, and product teams is essential to align retention efforts and drive measurable results.

What does a Director of Customer Retention do?

A Director of Customer Retention is responsible for developing and implementing strategies to keep existing customers engaged and loyal to a company’s products or services. This role involves analyzing customer data, identifying trends, and designing programs or campaigns to reduce customer churn. The director collaborates with marketing, sales, and customer service teams to ensure a seamless customer experience. They also measure the effectiveness of retention initiatives and adjust strategies as needed to achieve customer loyalty goals.

What is the difference between Director Customer Retention vs Customer Success Manager?

AspectDirector Customer RetentionCustomer Success Manager
Primary FocusDeveloping retention strategies and overseeing retention teamsEnsuring customer satisfaction and onboarding new clients
ResponsibilitiesHigh-level retention initiatives, analytics, and team managementCustomer onboarding, support, and relationship building
Work EnvironmentStrategic planning, leadership, cross-department collaborationCustomer interaction, support, and account management
Required CredentialsBachelor’s degree, experience in customer retention or marketingBachelor’s degree, experience in customer service or account management

The main difference between a Director Customer Retention and a Customer Success Manager lies in scope and focus. The Director handles strategic retention initiatives and team leadership, while the Customer Success Manager focuses on day-to-day customer interactions and satisfaction. Both roles require relevant experience and skills but serve different levels within the customer lifecycle.

More about Director Customer Retention jobs
What cities are hiring for Director Customer Retention jobs? Cities with the most Director Customer Retention job openings:
What are the most commonly searched types of Customer Retention jobs? The most popular types of Customer Retention jobs are:
What states have the most Director Customer Retention jobs? States with the most job openings for Director Customer Retention jobs include:
What job categories do people searching Director Customer Retention jobs look for? The top searched job categories for Director Customer Retention jobs are:
Director Customer Retention jobs near you
Infographic showing various Director Customer Retention job openings in the United States as of June 2026, with employment types broken down into 2% Locum Tenens, 1% As Needed, 88% Full Time, 4% Part Time, 3% Contract, and 2% Nights. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $123,338 per year, or $59.3 per hour.
Director, Customer Retention

Director, Customer Retention

HighLevel

Remote

Full-time

Posted 13 days ago

Job description

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:
Retention Leadership & Strategy
  • Lead and oversee 3 Customer Care/Retention teams (40+ members) focused on proactive resolution, engagement, and churn prevention.
  • Rebuild the org from "Customer Care" into a Retention & De-Escalation Center designed to protect revenue and reduce churn at scale
  • Create and operationalize retention frameworks that eliminate friction, close expectation gaps, and accelerate adoption.

Early Adoption & Customer Health
  • Drive early activation, onboarding success, and value realization across the first 90 days, the period most correlated with long-term retention.
  • Identify customer-risk patterns early and design playbooks that trigger proactive outreach before churn happens.
  • Ensure the team is skilled and certified in all onboarding SOPs, including KO Calls and Implementation Calls.

Cross-Functional Collaboration
  • Partner with Customer Success, Account Management, Support, Product, and Marketing to create a seamless, retention-driven customer journey.
  • Translate frontline insights into product improvements, experience fixes, and revenue-impacting initiatives.
  • Influence product roadmap decisions through customer insights, patterns, and root-cause analysis from frontline interactions.

Operational Excellence
  • Own and run a revenue-retention operating model with clear KPIs tied to gross retention, save rate, activation milestones, and churn attribution
  • Own and improve the metrics that matter, including:
  • Net Revenue Retention
  • Early adoption rates
  • Escalation deflection
  • Establish a performance system that measures and improves the quality, coverage, and speed of customer save motions and optimizes capacity and routing models so the highest-revenue and highest-risk customers receive prioritized attention
  • Standardize SOPs, documentation, and workflows that allow retention operations to scale efficiently.
  • Implement forecasting discipline for churn and saves, improving visibility of revenue risk and enabling proactive interventions
  • Champion automation and process innovations that reduce manual effort and improve customer outcomes.

Leadership & People Development
  • Lead, coach, and develop frontline managers and team leads - building a leadership bench that can scale with the org.
  • Foster a culture of high accountability, continuous improvement, and customer-centric problem solving.
  • Own capacity planning, staffing forecasts, and headcount alignment to support organizational growth.

What You'll Bring:
  • 12+ of experience, a proven track record of improving Gross & Net Revenue Retention in a SaaS environment, with clear playbooks that moved the needle (early adoption, de-escalation, save motions, product activation).
  • 5+ years managing managers, with proven success leading large teams of 20+ people.
  • Demonstrated ability to transform reactive support or care teams into proactive, retention-driven organizations.
  • Expert at turning reactive support environments into proactive revenue-saving teams, with measurable reductions in involuntary and voluntary churn
  • Strong commercial mindset - understands plan mix, cohort behavior, discount impact, and how customer experience directly influences revenue outcomes.
  • Deep fluency in early lifecycle metrics (activation, onboarding milestones, first-value attainment) and how these correlate to long-term retention and expansion.
  • Proven experience building de-escalation frameworks, early adoption programs, or churn reduction initiatives with measurable results.
  • Strong operational mindset with expertise in SOP development, process improvement, and scaling through systems and tooling.
  • Exceptional coaching ability - you build leaders who build strong teams.
  • Strong collaboration and stakeholder management skills across product, marketing, success, support, and operations.
  • Highly analytical, data-driven, and able to translate insights into actionable strategies.
  • Positive, resilient, and passionate about helping customers achieve long-term success.
  • Experience/Education/Certifications Required:
  • Bachelor's degree in Business, Communications, Management, or a related field (or equivalent practical experience).
  • MBA or advanced degree preferred but not required.

The salary range for this position is $114000 - $194000 annually.
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 recordkeeping, 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.
We encourage you to review our Privacy Policy before submitting your application.
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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