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

Job Summary:

arenaflex is revolutionizing the way older adults access the products they need to live at their best. As a fast-growing and innovative company, we're seeking a seasoned Manager of Customer Retention & Insights to join our Growth team. 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. If you're passionate about customer obsession, data-driven decision-making, and driving business growth, we want to hear from you.

About arenaflex:

At arenaflex, our mission is to empower older adults to lead independent and fulfilling lives. We're a Certified Great Place to Work, recognized as an Inc. Best in Business 2022 honoree, and proud to be a trusted brand for older adults. With over $70M in funding from top VC firms, including Index Ventures and Khosla Ventures, we're committed to delivering exceptional products and experiences that meet the evolving needs of our customers.

Position Overview:

As a Manager of Customer Retention & Insights, you'll be responsible for reducing churn, amplifying the voice of the customer, and strengthening loyalty across every touchpoint. 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 We're Looking For:

• 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)

What We Offer:

• 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 creating a workplace that's inclusive, supportive, and empowering. We believe in the importance of work-life balance, and we offer flexible PTO, remote work options, and a comprehensive benefits package to support your well-being. We're committed to diversity, equity, and inclusion, and we strive to create a workplace where everyone feels valued and respected.

How to Apply:

If you're a customer-obsessed, data-driven professional with a passion for driving business growth, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to learn more about you and explore how you can contribute to our mission to empower older adults to lead independent and fulfilling lives.

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.

Join Our Team:

At arenaflex, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe in the importance of work-life balance, and we offer flexible PTO, remote work options, and a comprehensive benefits package to support your well-being. We're passionate about creating a workplace where everyone feels valued and respected. Join us and be part of a team that's making a difference in the lives of older adults. Apply for this job