Job Description
At arenaflex, our mission is to empower older adults to lead independent and fulfilling lives. We're a fast-growing, innovative company that's revolutionizing the way older adults access the products they need. As a Manager of Customer Retention & Insights, you'll play a critical role in helping us achieve our goal of becoming the #1 trusted brand for older adults. **About arenaflex** arenaflex is a Certified Great Place to Work, reflecting our dedication not only to our customers but also to our team. We've raised over $70M in funding from top VC firms, including Index Ventures and Khosla Ventures, and we're grateful for the support from our customers, partners, and investors. Our products can be found online at arenaflexMarket.com, on Amazon, and now in-store at CVS and Walmart. **Position Summary** We're hiring a Manager of Customer Retention & Insights to help reduce churn, amplify the voice of the customer, and strengthen loyalty across every touchpoint. This is a unique opportunity to sit at the intersection of data, customer experience, and AI innovation—owning the insights loop from frontline support through to lifecycle strategy and product feedback. You'll ensure we don't just know what customers are doing, but deeply understand why they leave, what they need, and how to win them back. **Key Responsibilities** • Translate cancellation reasons, win-back performance, and support trends into actionable insights, escalating patterns and opportunities to the appropriate teams (Product, Operations, Marketing) for intervention. • Conduct deep-dive analysis on churn drivers and customer satisfaction using data from surveys, NPS, CX tickets, and customer behavior to identify levers for retention. • Collaborate with Growth Analytics and CRM teams to design proactive churn-reduction strategies — including personalized messaging, reactivation offers, loyalty comms, and product or experience enhancements. • Lead the strategic design and performance tracking of our customer loyalty program, including audience segmentation, benefits structure, and business impact measurement. • Own performance analytics and optimization strategy for our AI support tools, including training data quality, escalation logic, and effectiveness tracking — in close partnership with Operations and Engineering. **Key Performance Indicators (KPIs)** • Reduction in cancellation and churn rates, particularly from call center and self-service channels • Increase in automation and AI-based support deflection, while maintaining or improving customer satisfaction (e.g., CSAT, NPS) • Number and impact of CX or product improvements initiated based on synthesized customer feedback • Consistent delivery of actionable, well-routed insights to internal teams (Product, CRM, Ops), driving alignment and strategic decision-making • Loyalty program engagement rate, including enrollment, repeat participation, and downstream impact on LTV or retention **Who You Are** • 4–6 years of experience in customer insights, CX analytics, or CX operations, ideally within DTC subscription or eCommerce businesses • Comfortable collaborating with CS teams, but oriented toward business impact, retention strategy, and cross-functional enablement • A strong communicator who turns patterns, data, and anecdotes into clear narratives and actionable recommendations for Product, Ops, or Leadership • Proactive and detail-oriented — you identify themes before they escalate and focus attention on what truly moves the needle • Analytically strong, with proficiency in SQL, Python, and BI tools like Looker, Mode, or Mixpanel • Deeply customer-obsessed and motivated to improve the experience and outcomes for older adults and their caregivers • A collaborative team player who builds agile processes, works well across teams, and consistently drives results • Curious and experimental — eager to test new ideas across lifecycle, support, product experience, or CX automation • Bonus: Experience managing external vendors or working with AI-powered CX tools (e.g., AI chat, automated deflection, escalation logic) **Benefits** • Comprehensive healthcare, including medical, dental, and vision • 401K with a 4% match • Flexible PTO • Remote-first company • Company-paid life insurance • Paid parental leave • Annual company-wide gathering to see your colleagues in person! **Compensation** The reasonably expected pay for this position is $105,000 - $125,000 for the level scoped. Your pay will depend on several factors, including your experience, qualifications, education, location, and skills. A higher or lower pay range may apply if you are considered for a different level. This position is also eligible for stock options and a competitive benefits package. **Why Join arenaflex?** At arenaflex, we're passionate about empowering older adults to lead independent and fulfilling lives. We're a team of innovators, thinkers, and doers who are committed to making a difference. As a Manager of Customer Retention & Insights, you'll have the opportunity to work with a talented team of professionals who share your passion for customer experience and data-driven decision-making. **How to Apply** If you're a motivated and results-driven professional who is passionate about customer experience and data analysis, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your experience and qualifications for this role. **Equal Employment Opportunity** arenaflex is an Equal Employment Opportunity Employer. We do not discriminate based on race, religion, gender, gender identity, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, or any other characteristic prohibited by federal, state, and/or local laws. **Contact Us** If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you! Work Environment and Company Culture At arenaflex, we're committed to creating a work environment that is inclusive, supportive, and empowering. We believe that our team members are our greatest asset, and we're dedicated to providing them with the resources and opportunities they need to succeed. Our company culture is built on the following values: * Customer obsession: We're passionate about delivering exceptional customer experiences that meet and exceed their expectations. * Innovation: We're committed to staying ahead of the curve and exploring new ideas and technologies that can help us achieve our mission. * Collaboration: We believe that teamwork is essential to achieving our goals, and we're dedicated to building a culture of collaboration and open communication. * Continuous learning: We're committed to ongoing learning and development, and we provide our team members with the resources and opportunities they need to grow and succeed. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our team members grow and develop their careers. We offer a range of learning benefits, including: * Professional development programs: We offer a range of programs and resources to help our team members develop their skills and knowledge. * Mentorship: We pair our team members with experienced mentors who can provide guidance and support. * Training and development: We provide regular training and development opportunities to help our team members stay up-to-date with the latest technologies and trends. * Career advancement: We offer opportunities for career advancement and promotion, based on performance and potential. Compensation, Perks, and Benefits At arenaflex, we're committed to providing our team members with a comprehensive compensation package that includes: * Competitive salary: We offer a competitive salary that reflects the value of your skills and experience. * Benefits: We offer a range of benefits, including comprehensive healthcare, 401K with a 4% match, flexible PTO, and company-paid life insurance. * Perks: We offer a range of perks, including paid parental leave, annual company-wide gathering, and a remote-first work environment. * Stock options: We offer stock options to our team members, based on performance and potential. Conclusion If you're a motivated and results-driven professional who is passionate about customer experience and data analysis, we encourage you to apply for this exciting opportunity. At arenaflex, we're committed to creating a work environment that is inclusive, supportive, and empowering, and we're dedicated to helping our team members grow and develop their careers. We look forward to hearing from you! Apply for this job