Sr Customer Retention Specialist

Posted Tuesday, July 28, 2026 at 5:00 AM Arium Networks builds and operates small cell networks that are shaping the future of wireless connectivity. As demand for faster, more reliable wireless coverage continues to grow, small cell technology is becoming essential to how communities stay connected. Our company brings together an established infrastructure, existing client base, and deep industry expertise, while offering the rare opportunity to step into an early‑stage environment where your ideas matter and your contributions shape what comes next - helping define how we work, what we build, and how we scale. Joining Arium Networks allows you to grow your career while building technology that will influence how people connect in the years ahead. ABOUT THE ROLE Responsible for the independent day-to-day management of strategic venue relationships and customer account activity in an effort to minimize contractual variances related to the financial obligations of commenced agreements/contracts. This role is focused on supporting and retaining venue partners through proactive relationship management, resolution of complex contract issues and disputes, and delivery of exceptional customer service that strengthens long-term partnerships and supports the growth of the company's wireless infrastructure portfolio. WHAT YOU WILL DO Support strategic venue partnerships by developing strong stakeholder relationships, proactively addressing customer concerns, and collaborating across teams to drive long-term retention and business growth. Serve as subject matter expert on complex contract issues and provide support and guidance to other team members. Negotiate directly with customers on existing contract terms to accomplish company quarter and year-end cash flow and revenue assurance goals. Analyze revenue streams and contract terms in conjunction with accounts receivable balances in order to prioritize open balances and identify trends. Develop action plans to resolve contractual variances within definitive time periods to ensure revenue and account balances are recorded accurately. Analyze multiple data points to categorize issue drivers, complete trend analysis, identify changes in revenue, and mitigate financial risk to the company. Develop reporting, correspondences, presentations, etc. to facilitate resolutions with internal departments and Customers. Independently manage a portfolio with the average responsibility of 15,000 sites with associated $10M+ in monthly revenue and cash flow. Minimize future variances through mastering contract knowledge, internal and external operating systems and processes. Work in partnership with team members and management to develop and deliver customer presentations to both internal and external audiences. Collaborate with and mentor team members on customer retention best practices to ensure consistent and timely problem solving. Deliver unparallel customer service through communication with Customers, internal departments, and senior management. Research, analyze, and facilitate/process billing where appropriate to ensure contract compliance. WHAT YOU WILL NEED TO SUCCEED Education / Certifications · Bachelor’s Degree in Business or related discipline · Master’s Degree preferred Skills and Experience Minimum of five (5) or more years in accounting, customer service, financial analysis, and/or contract administration. Minimum of two (2) or more years in customer service, project management, and/or contract management. Previous supervisory experience preferred Demonstrated mastery in MS Excel; working with multiple spreadsheets, 25,000+ lines of data, pivot tables and V lookups. Contract interpretation background Excellent customer service skills Analysis and Reporting – confidence to accurately present data to all levels of management Project Management skills – develop plan to meet goals and see immediate and long-term impacts of actions Communication skills – presentation, leadership, and negotiation skills Independent judgment and creativity applied to negotiating and resolving contract issues Ability to influence professionals with different objectives and/or focus Where you will work This role falls into our hybrid work model, which is 2-days work from home (Friday and Monday) and 3-days in the office (Tuesday through Thursday) to optimize collaboration, relationship building and key stakeholder engagement and may require some travel as needed. Compensation The pay range offered for this position is $83100 - $114300 annually. A candidate’s offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location. Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives YOUR COMPANY BENEFITS At Arium Networks we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life. We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide. Comprehensive healthcare plans with highly company subsidized premiums and annual company contribution to your Health Savings Account (HSA base plan for employee and dependents). Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions). New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave. Tuition reimbursement for eligible tuition and fees . Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service). 10 company holidays plus 2 floating holidays. Pursuant to the Los Angeles County and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. If you are interested in joining our team, please visit the Arium Networks careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled. Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.