Customer Retention Specialist (SaaS)

TL;DR

Customer Retention Specialist (SaaS): Managing proactive outreach and engagement for at-risk accounts to reduce churn and increase lifetime value with an accent on objection handling and root cause analysis. Focus on identifying churn signals, delivering consultative solutions, and optimizing customer plan usage.

Location: Remote (United States)

Salary: $44,000 - $52,000 Annually

Company

HighLevel is an AI-powered business operating system providing infrastructure for agencies, entrepreneurs, and SMBs to automate and scale their operations.

What you will do

• Conduct daily outbound outreach via calls and emails to customers flagged by HealthScore declines, payment failures, or low usage.
• Identify root causes of customer churn through active listening and discovery to provide structured, consultative solutions.
• Handle objections professionally and communicate the value of services to retain customers and reduce revenue loss.
• Identify opportunities for plan optimization, upgrades, or account reactivation.
• Log all interactions in the CRM and provide feedback to leadership on recurring retention trends and challenges.

Requirements

• Must be based in the United States.
• 2+ years of experience in Customer Service or B2B Sales.
• Strong English communication skills (verbal and written).
• Experience working in a remote environment with structured daily targets.
• Familiarity with SaaS products and CRM systems.
• Working knowledge of Google Suite (Docs, Sheets, Calendar).

Nice to have

• Bachelor’s degree.
• Prior experience with the HighLevel (GHL) platform.

Culture & Benefits

• Global, remote-first organization built for speed and ownership.
• Culture that values initiative, clarity, and execution.
• Opportunity to build systems that support millions of businesses worldwide.
• Inclusive environment where innovation thrives and people come first.