Customer Retention Representative, Contract (12 months)

About Roofr

Roofr is building the essential CRM platform for the roofing and home services industry. We started with innovative tools like aerial roof measurements and digital sales proposals, and have evolved into a comprehensive platform that connects sales, payments, material ordering, and customer management. Our customers drive our product roadmap—when they ask for solutions, we listen and build. With strong financials, best-in-class metrics, and a thriving culture, Roofr is an exciting startup that's already successful while remaining early enough to offer meaningful growth, equity, and real impact for team members.

The Role

We're seeking a Contract Retention Specialist for a 12-month engagement to reduce churn and maximize customer retention. You'll focus on subscribers who frequently churn and return due to seasonal demand fluctuations in the roofing industry. Your mission: quickly identify customer pain points, articulate Roofr's full platform value, and re-engage at-risk customers by leveraging cross-functional support including personalized demos and guided onboarding.

What You'll Do

• Engage and re-engage customers across all segments showing churn signals
• Quickly identify churn risk factors and deliver tailored, data-driven solutions
• Reach out proactively to actively churning customers and create urgency to retain them
• Deliver compelling, real-time value propositions aligned with customer needs
• Conduct discovery conversations to surface pain points and gather product feedback for cross-functional teams
• Analyze churn data and seasonal trends to refine outreach strategies and improve targeting
• Collaborate with Account Management, Implementation, and Support teams for seamless retention efforts
• Track and optimize retention playbooks to improve overall customer lifecycle management

What You'll Bring

• 2+ years of experience managing high-volume customer accounts with a retention focus
• Strong objection-handling and conversational selling skills
• Ability to think on your feet and keep customers engaged in real-time conversations
• Proven experience in subscription-based business models with recurring revenue
• Data-driven mindset with ability to identify trends and react quickly
• Excellent multitasking skills and capacity to manage large volumes of at-risk accounts simultaneously
• Strong communication and interpersonal abilities
• Self-motivated with proven ability to work independently in a remote environment

Why Join Roofr

Join an extraordinary startup with a clear market vision and proven product-market fit. You'll work alongside talented teams who are reshaping how roofing businesses operate, have direct impact on customer success, and contribute to a culture obsessed with customer feedback and continuous improvement.

💰 Compensation not publicly listed. Market estimate for similar roles: from $80K, varying by experience and location.