Manager, Customer Retention & Insights – Empowering Customer Loyalty at arenaflex

At arenaflex, we're revolutionizing the way we approach customer retention and insights. As a Manager of Customer Retention & Insights, you'll play a pivotal role in reducing churn, amplifying the voice of the customer, and strengthening loyalty across every touchpoint. Join our mission to empower older adults to lead independent and fulfilling lives, and be part of a team that's dedicated to making a meaningful impact.

About arenaflex

arenaflex is a fast-growing and innovative company that's committed to excellence. We've earned recognition as an Inc. Best in Business 2022 honoree and have been featured in Forbes, CBS, and Fast Company. Our products have helped over 450,000 customers get the products they need to live at their best, and we're proud to be a Certified Great Place to Work. With over $70M in funding from top VC firms, including Index Ventures and Khosla Ventures, we're grateful for the support from our customers, partners, and investors.

Position Summary

As a Manager of Customer Retention & Insights, you'll 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 lead customer insights and retention analytics across support, self-service, and CRM, identifying patterns in cancellations, NPS, and ticket data. In close partnership with Product, CRM, and Operations, you'll drive the development of churn-reduction strategies, win-back programs, loyalty initiatives, and customer experience enhancements.

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.

Diversity, Equity, and Inclusion

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.

How to Apply

If you're passionate about customer retention and insights, and want to join a team that's dedicated to making a meaningful impact, apply now! Apply for this job