--- title: 'Customer Retention Specialist at HighLevel' canonical: 'https://feeny.ai/job/customer-retention-specialist-highlevel-united-states-aqeeb9m4667d' type: 'job' last_seen: '2026-10-17' --- # Customer Retention Specialist at HighLevel - **Company:** HighLevel - **Location:** United States - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-10-15 - **Last confirmed live:** 2026-10-17 - **Apply:** https://jobs.lever.co/gohighlevel/3e7ce3ef-8ca5-40f3-bb93-505d6c2737aa ## 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 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. The salary range for this position is $44000 - $52000 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 recommend that you review our Privacy Policy before submitting your application. #LI-Remote #LI-KN1 ## About HighLevel ## Company Overview - **One-liner**: HighLevel provides an all-in-one, AI-powered sales and marketing platform that agencies can white-label and resell to their clients. - **Entity Type**: Private (Series Unknown; $60M total funding) - **Headquarters**: Dallas, Texas, United States - **Founded**: 2018 - **Founders**: Shaun Clark, Varun Vairavan, Robin Alex ## Core Business - **Primary industry**: Marketing technology / Sales automation / Software Development - **Target customers**: B2B – marketing agencies, entrepreneurs, and small-to-medium businesses (SMBs) - **Mission / Purpose**: Help marketing agencies grow and scale by unifying the tools they need to capture leads, automate outreach, and manage customer relationships in a single, white-label platform. ## Products & Services - **HighLevel Platform (SaaS)**: A unified operating system that includes CRM, landing pages, surveys, forms, calendars, inbound phone system, automated messaging (voicemail, SMS, email, Facebook Messenger), payment collection, appointment scheduling, and analytics. AI is embedded across the entire system to power lead generation, conversion, and retention. ## Market Standing - **Valuation / Market Cap**: Not publicly disclosed. - **Key Metric**: Annual revenue of $45M (as of most recent data); total funding of $60M. - **Notable Investors / Partners**: General Atlantic (lead investor in 2024 private equity round), Peakequity (lead investor in 2021 round). - **Growth Signals**: - Powers 2.2 million businesses, facilitating 6.9 billion leads and $4.2 billion in sales (2025). - Employee headcount grew 53.7% year-over-year to ~1,497, with plans to surpass 2,000 by end of 2025. - 30% of workforce dedicated to R&D. - Expanded AI capabilities in 2024; manages 2.3 billion leads and 505 million opportunities. ## Competitive Advantages - **White-labeling**: Agencies can fully rebrand the platform as their own, creating a stickier client relationship and recurring revenue. - **AI-first approach**: AI embedded across the entire stack (lead scoring, automation, analytics) gives users a competitive edge without needing multiple tools. - **Unified ecosystem**: Replaces the need for a patchwork of separate tools (CRM, email marketing, SMS, scheduling, payments), reducing complexity and cost for agencies. - **Community-driven innovation**: Product roadmap heavily influenced by a large, active user community of 60,000+ customers. ## Strategic Focus - **AI expansion**: Deepening AI capabilities to automate more of the marketing and sales workflow. - **Scaling the platform**: Continuing to grow the user base (targeting 2,000+ employees) and expanding into new verticals. - **Global reach**: Leveraging a remote-first, globally distributed team to serve customers in multiple countries and time zones. ## Why Work Here - **Remote-first culture**: Work from anywhere; team spans 21 countries with async and real-time communication. - **Culture of collaboration**: Emphasis on ownership, speed, continuous improvement; active Slack community and in-person retreats. - **Benefits**: Comprehensive health & wellness, mental health support, flexible PTO, professional development stipends, mentorship, and leadership programs. - **Engineering culture**: 30% of workforce in R&D; focus on building technology that serves millions; AI tools used in hiring process. - **Growth opportunity**: Rapidly scaling company (53.7% YoY headcount growth) with clear plans to surpass 2,000 employees. ## Sources 1. [gohighlevel.com – Life at HighLevel](https://www.gohighlevel.com/careers-life-at-highlevel) 2. [gohighlevel.com – About Us](https://www.gohighlevel.com/about-us) 3. [LinkedIn – HighLevel Company Page](https://www.linkedin.com/company/highlevel) 4. [LeadIQ – HighLevel Overview](https://leadiq.com/c/highlevel/5b214cbe360000fc0066929d) ## Other roles at HighLevel - [Staff Engineer - AI Platform](https://feeny.ai/job/staff-engineer-ai-platform-highlevel-india-mzy2tzgc3m1k) — India - [Sr. Product Enablement Specialist](https://feeny.ai/job/sr-product-enablement-specialist-highlevel-india-7z12p2x205sm) — India - [Product Enablement Specialist II](https://feeny.ai/job/product-enablement-specialist-ii-highlevel-india-kf7nm42wdvas) — India - [Talent Acquisition Apprentice (Non Tech)](https://feeny.ai/job/talent-acquisition-apprentice-non-tech-highlevel-india-7wbcgdbpy06w) — India - [Self-Serve Apprentice](https://feeny.ai/job/self-serve-apprentice-highlevel-india-jybv1wgcns3e) — India - [BDR Support Apprentice](https://feeny.ai/job/bdr-support-apprentice-highlevel-india-wnb05wvsczsr) — India - [Staff Product Manager - Email AI](https://feeny.ai/job/staff-product-manager-email-ai-highlevel-india-jnetweg5ssr0) — India - [Director, UX Research](https://feeny.ai/job/director-ux-research-highlevel-united-states-kfef3x98jhj1) — United States - [Performance Marketing Apprentice](https://feeny.ai/job/performance-marketing-apprentice-highlevel-india-4ec3fyv7rf9p) — India - [Senior Product Strategy & Growth Manager](https://feeny.ai/job/senior-product-strategy-growth-manager-highlevel-india-1pbvzhyqkk2z) — India