Experienced Customer Retention Representative – High-Volume PLG and Sales Assisted Customer Engagement

At arenaflex, we're obsessed with our customers. We constantly gather feedback to shape, prioritize, and launch the products they truly need. That's what makes arenaflex's Customer Relationship Management (CRM) special. We started by building essential sales tools like aerial roof measurements and digital sales proposals. But when our customers asked for a simple, affordable way to manage and scale their entire businesses, we listened. So, we created a CRM that connects these solutions—along with payments, material ordering, and more—into a seamless, powerful platform. With a clear roadmap ahead, we're excited to continue expanding and leading the market with innovative products. We have an amazing culture, strong financials, and best-in-class company metrics. It's an exciting time to be part of an extraordinary startup that is already successful, yet still early enough to offer its team significant growth, equity, and the opportunity to make a real impact.

Job Summary:

We're looking for an experienced Customer Retention Representative to join our team. As a key member of our customer success team, you'll be responsible for reducing churn and maximizing customer retention, with a primary focus on high-volume PLG subscribers who frequently churn and return due to seasonal demand changes. You'll be responsible for quickly identifying customer pain points, articulating the full value of arenaflex's platform, and ensuring that at-risk customers stay engaged long enough to be reconnected with an Account Manager for a deeper conversation.

Key Responsibilities:

* Engage and re-engage high-volume PLG and Sales Assisted customers who show signs of churn

• Quickly identify churn risk factors and provide tailored solutions
• Deliver compelling, real-time value propositions to prevent immediate churn
• Hook customers into a conversation long enough to transition them to an Account Manager demo
• Reach out to actively churning customers and create urgency to keep them on the platform
• Analyze churn data and seasonal trends to refine outreach strategies
• Collaborate with Account Management & Implementation & Support teams to ensure seamless retention efforts
• Track and optimize retention playbooks for improving customer lifecycle management

What You'll Bring to the Role:

* 2+ years experience handling a high volume of accounts with a focus on retention

• Strong objection-handling and conversational selling skills
• Ability to think on your feet and keep customers engaged in real-time
• Experience in subscription-based business models with recurring revenue
• A data-driven mindset—able to identify trends and react quickly
• Ability to multi-task and manage a large volume of at-risk customers
• Strong collaboration skills with Account Managers, Sales, and Support teams
• Proficiency in CRM tools (HubSpot, Salesforce, Gainsight, or equivalent)
• Roofing, SaaS, or construction tech experience is a plus

What We Offer:

When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career: ### Vacation/Paid Time Off:

• 1st week of employment is mandatory PTO! Start your journey with arenaflex by decompressing and recharging – we will see you in week 2!
• 1 Friday off per month (we call those our laundry days!)
• Company-wide paid shutdown for the week between Christmas and New Years
• Flexible time off
• 80% employer-paid benefits
• RRSP/401k match
• Generous Parental Leave policy

### Perks:

• We host 2 retreats per year and great team-building activities
• Ample learning and development opportunities to continue growing your career
• Home office setup stipend
• Internet and phone allowance
• Remote-first culture
• Weekly Friday paydays!

### Work Environment and Company Culture: At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in the importance of work-life balance and offer flexible work arrangements to ensure that our team members can thrive both in and out of the office. Our company culture is built on the principles of collaboration, innovation, and customer obsession. We're passionate about what we do and are committed to making a positive impact on our customers' lives. ### Career Growth Opportunities and Learning Benefits: We're committed to helping our team members grow and develop their careers. We offer a range of learning and development opportunities, including training programs, mentorship, and access to industry-leading tools and technologies. Our team members have the opportunity to take on new challenges, work on high-impact projects, and develop new skills that will help them succeed in their careers. ### Compensation, Perks, and Benefits: We offer a competitive compensation package, including a base salary, bonus structure, and comprehensive benefits. Our benefits package includes health, dental, and vision insurance, as well as a 401(k) matching program. We also offer a range of perks, including flexible work arrangements, home office setup stipend, and internet and phone allowance. ### How to Apply: If you're passionate about customer success and are looking for a challenging and rewarding role, we'd love to hear from you. Please submit your application through our official careers page: [arenaflex.com/careers](http://arenaflex.com/careers). We can't wait to hear from you!

Equal Opportunity Employer:

arenaflex is proud to be an equal opportunity employer. We are committed to equal employment opportunity in the workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. Apply for this job