[Hiring] Customer Success Manager @Roofr

Role Description

Roofr is growing our Customer Success team, and we're looking for a Customer Success Specialist to own and grow relationships with our customers. This team sits at the intersection of onboarding, implementation, support, retention, and account management.

• Own the customer relationship after the Onboarding Specialist handoff, serving as the primary point of contact for customers as they deepen their use of Roofr.
• Track and understand what each customer has access to versus what they're actively using, and close that gap through coaching, education, and proactive outreach.
• Build genuine, trust-based relationships with customers who may not be comfortable with technology.
• Serve as the internal voice of your customers, bringing patterns, friction points, and adoption barriers to the right teams so they can be addressed at the root.
• Partner cross-functionally with Account Management, Retention, Sales, Product, Account Setup, and the Onboarding team to ensure customers are well-supported and every transition between teams is smooth.
• Contribute to how Roofr thinks about and continuously improves the post-onboarding customer experience.

Qualifications

• 2+ years of experience in customer success, account management, or customer enablement in a B2B or SaaS environment.
• A genuine interest in how businesses operate, especially in industries where technology isn't always the comfort zone.
• Comfort reading adoption data and translating it into a clear, prioritized action plan for each customer in your portfolio.
• Strong relationship-building skills; you know how to earn trust over time, not just in a first call.
• A proactive mindset: you don't wait for customers to raise their hand; you spot the signals early and act on them.
• High ownership mentality with the ability to manage a portfolio of customers independently and follow through consistently.
• Strong communication skills across calls, email, and video: clear, warm, and always customer-first.

Requirements

• A true customer advocate.
• Highly organized and results-oriented.
• Detail-obsessed (in the best way).
• You know how to adapt your approach depending on who’s in front of you.
• You are always looking for ways to improve and scale what works.
• Tech-savvy and comfortable learning new tools quickly.

Benefits

• 1st week of employment is mandatory PTO.
• 1 Friday off per month (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.
• Annual company retreat with great team building activities.
• Ample learning and development opportunities.
• Home office setup stipend.
• Internet and phone allowance.
• Remote first culture.
• Weekly Friday paydays!