Customer Retention Representative

Position: Customer Retention Representative, Contract

Location: St. Brieux

We are looking for a Contract Retention Specialist for 12 months to reduce churn and maximize customer retention, with a primary focus on subscribers who frequently churn and return due to seasonal demand changes. You will be responsible for quickly identifying customer pain points, articulating the full value of Roofr's platform, and reengaging at‑risk customers often by leveraging cross‑functional resources such as personalized demos with Account Managers or guided onboarding through Implementation Specialists to reconnect them with the tools and support they need to succeed.

What

You’ll Get to Do:

• Engage and re‑engage customers across all segments who show signs of churn
• Quickly identify churn risk factors and provide tailored solutions
• Reach out to actively churning customers and create urgency to keep them on the platform
• Deliver compelling, real‑time value propositions to prevent immediate churn
• Hook customers into a conversation long enough to explore their concerns, identify the right retention strategies, and connect them with the resources or team members best suited to help them succeed
• Conduct discovery conversations to surface recurring pain points and product feedback, sharing insights cross‑functionally to inform improvements
• 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

What You’ll Bring to the Role:

• 2+ years of 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 multitask and manage a large volume of at‑risk customers
• Strong collaboration skills with Account Managers, Sales, and Support teams
• Proficiency in CRM tools (Hub Spot, Salesforce, Gainsight, or equivalent)
• Roofing, SaaS, or construction tech experience is a plus

Compensation Range: $65,000.00 - $75,000.00 + 25% variable CAD

What we offer (US + Canada)

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

Vacation/Paid Time Off:

• 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

Perks

• 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!

Roofr is proud to be an equal opportunity employer. We are committed to equal employment opportunity in the workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

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