Roofr

Customer Retention Representative

Roofr

full-time

Posted on:

Location Type: Remote

Location: Canada

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Tech Stack

React

About the role

  • 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

Requirements

  • 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
Benefits
  • 1st week of employment is mandatory PTO! Start your journey with Roofr 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 in the U.S. and 100% employer-paid premiums for Extended Healthcare and Dental in Canada
  • RRSP/401k match
  • Generous Parental Leave policy
  • We host an annual company retreat with 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscustomer lifecycle managementobjection handlingconversational sellingmulti-tasking
Soft Skills
collaborationproblem-solvingcommunicationadaptabilitycustomer engagement