Retention Manager

About HighLevel:  

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel - https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

About the Role:

HighLevel Inc. is seeking a motivated Retention Manager to join the Revenue Expansion Team and take charge of retention strategies for WordPress and Online Listings (Yext). The ideal candidate will be proactive and play a vital role in enhancing customer satisfaction and retention.

About the Team: The WordPress and Online Listings teams aim to maximize revenue from add-on products within GHL. The WordPress team's primary goal is to establish itself as the leading managed hosting platform, providing users with a secure, faster, and robust hosting experience. The Online Listings team is committed to ensuring global outreach by consistently listing key information on various platforms for potential partners and customers, and both products enable agencies with effortless resell capabilities.

• Retention Strategies:
• Develop and implement strategies to retain at-risk clients
• Analyze churn data, identify trends, and propose solutions
• Establish and manage loyalty programs to boost client retention
• Client Relationship Management:
• Act as the main point of contact for a portfolio of WordPress and Yext clients
• Conduct regular check-ins and quarterly business reviews with clients
• Identify and address potential issues before they result in client dissatisfaction
• Product Adoption and Upselling:
• Educate clients on new features and best practices for WordPress and Yext
• Identify opportunities for upselling additional services or features
• Collaborate with the sales team on renewal and expansion opportunities
• Technical Support and Training:
• Provide basic technical support for WordPress and Yext-related issues
• Coordinate with the development team for more complex technical problems
• Conduct training sessions for clients on WordPress and Yext platform usage
• Reporting and Analytics:
• Monitor key retention metrics and prepare regular reports
• Analyze client usage data to identify improvement opportunities
• Provide insights to product teams for feature enhancements

• 0.6-2 years experience in a fast-paced work environment, preferably in a customer facing role with high ownership
• Excellent analytical, communication, and problem-solving skills
• Strong bias for action and customer-first attitude
• Stakeholder management and interpersonal skills
• Ability to work independently and as part of a team
• Strong time management skills and ability to handle multiple clients simultaneously

• Experience with CRM systems and email marketing platforms
• Experience with web hosting environments, including cPanel, WHM, and other hosting control panels
• Prior knowledge of WordPress and a basic understanding of Online Listings
• Proficiency with Excel, SQL or any other Data Analysis tools

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences while providing excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.