# Customer Retention Specialist

**Company:** [GoHighLevel](https://hotfix.jobs/companies/gohighlevel)
**Location:** Remote
**Role:** Customer Success
**Experience:** 2+ years
**Skills:** Customer Service, B2B Sales, Objection Handling, CRM, SaaS, Google Workspace, Ghl
**Posted:** 2026-07-01

> Proactively retain at-risk customers through outbound outreach, consultative conversations, objection handling, and value reinforcement for HighLevel's SaaS platform. Requires 2+ years customer service or B2B sales experience in a remote, metrics-driven environment.

## Job Description

## 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, or 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

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