ZipRecruiter

Log In

1

Director 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 ...

Printfresh LLC

Director of Retention

Philadelphia, PA · On-site

Printfresh is searching for a Director of Retention to lead our lifecycle marketing efforts during an exciting and pivotal period of growth. This is a player/coach role, you'll shape the strategy and ...

Help at Home

Retention Specialist

Brooklyn, NY · On-site

Salary: $21-$23 Hourly Retention Specialist Edison Home Health Care Are you passionate about ... We offer weekly pay between $21-$23 an hour with direct deposit available and opportunities for ...

The Centers

Retention Specialist

Cleveland, OH

Retention Specialist At The Centers, meaningful work is grounded in a culture where people feel ... Direct workshops and instruct classes within the Job Readiness / Job Search program, as needed and ...

thecenters

Retention Specialist

Cleveland, OH

This Retention Specialist position plays an important role in advancing our mission and supporting ... Direct workshops and instruct classes within the Job Readiness / Job Search program, as needed and ...

Compass Group

DIRECTOR OF SALES & RETENTION

Rye Brook, NY · On-site

$115K - $130K/yr

Additionally, the Director of Sales & Retention will support new business development where and when CulinArt self-represents, serving as a strategic sales leader and trusted advisor to both clients ...

thecenters

Retention Specialist

Cleveland, OH

This Retention Specialist position plays an important role in advancing our mission and supporting ... Direct workshops and instruct classes within the Job Readiness / Job Search program, as needed and ...

Compass Group

DIRECTOR OF SALES & RETENTION

Rye Brook, NY · On-site

$115K - $130K/yr

Additionally, the Director of Sales & Retention will support new business development where and when CulinArt self-represents, serving as a strategic sales leader and trusted advisor to both clients ...

thecenters

Retention Specialist

Cleveland, OH

This Retention Specialist position plays an important role in advancing our mission and supporting ... Direct workshops and instruct classes within the Job Readiness / Job Search program, as needed and ...

The Centers

Retention Specialist

Cleveland, OH · On-site

$19.23/hr

This Retention Specialist position plays an important role in advancing our mission and supporting ... Direct workshops and instruct classes within the Job Readiness / Job Search program, as needed and ...

CenturyLink

Retention Representatives

La Crosse, WI

$13/hr

CenturyLink Retention Representatives 333 N Front Street, La Crosse, WI 54601 Hiring for May 11th ... Promote and sell CenturyLink products and services as well as Direct TV and Verizon products.

next page

Showing results 1-20

People also search for

All JobsRetention JobsDirector Retention Jobs

Director Retention information

See salary details

$21.5K

$89.7K

$160K

How much do director retention jobs pay per year?

As of May 31, 2026, the average yearly pay for director retention in the United States is $89,693.00, according to ZipRecruiter salary data. Most workers in this role earn between $46,500.00 and $113,000.00 per year, depending on experience, location, and employer.

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

To thrive as a Director of Retention, you need expertise in customer lifecycle management, data analytics, and retention strategy, usually backed by a bachelor's or master's degree in business, marketing, or a related field. Proficiency with CRM platforms, customer segmentation tools, and data visualization software is typically required. Outstanding leadership, communication, and problem-solving skills help you inspire teams and tailor retention initiatives effectively. These competencies are vital to drive customer loyalty, reduce churn, and achieve sustainable business growth.

What are the primary challenges a Director of Retention faces when implementing new customer loyalty initiatives?

A Director of Retention often encounters challenges such as aligning cross-functional teams, integrating new technologies with existing systems, and accurately measuring the impact of loyalty programs. Navigating resistance to change, both internally and from customers, is common, as is maintaining personalized engagement at scale. Success in this role requires strong project management skills, the ability to analyze customer data, and effective communication across marketing, product, and customer service teams.

What does a Director of Retention do?

A Director of Retention is responsible for developing and implementing strategies to retain customers or clients and reduce churn. They analyze customer data, identify reasons for attrition, and work cross-functionally to improve customer satisfaction and loyalty. This role often involves leading a team, setting retention goals, and collaborating with marketing, sales, and product departments to enhance the customer experience. The Director of Retention plays a key part in maximizing long-term value from existing customers and ensuring sustained business growth.

What is the difference between Director Retention vs HR Manager?

AspectDirector RetentionHR Manager
Primary FocusDeveloping retention strategies and reducing turnover at an organizational levelManaging overall HR functions, including recruitment, employee relations, and compliance
Required CredentialsBachelor's degree, experience in HR or talent management, strong communication skillsBachelor's or master's degree in HR, Business, or related field, HR certifications often preferred
Work EnvironmentCorporate offices, strategic planning sessions, cross-department collaborationHR departments, employee engagement activities, policy development

While both roles focus on employee management, the Director Retention specializes in strategies to retain talent and reduce turnover, often working at a strategic level. The HR Manager oversees broader HR functions, including recruitment, compliance, and employee relations, with retention being one component of their responsibilities.

What cities are hiring for Director Retention jobs? Cities with the most Director Retention job openings:
What are the most commonly searched types of Retention jobs? The most popular types of Retention jobs are:
What states have the most Director Retention jobs? States with the most job openings for Director Retention jobs include:
What job categories do people searching Director Retention jobs look for? The top searched job categories for Director Retention jobs are:
Director Retention jobs near you
Infographic showing various Director Retention job openings in the United States as of May 2026, with employment types broken down into 2% As Needed, 89% Full Time, 5% Part Time, 2% Temporary, and 2% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $89,693 per year, or $43.1 per hour.
Director, Customer Retention

Director, Customer Retention

HighLevel

Remote

Full-time

Posted 4 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.
#LI-Remote #LI-SV1
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.

Apply