Customer Success Manager

Roofr is growing our Customer Success team, and we're looking for a Customer Success Specialist to own and grow relationships with our customers. We onboard hundreds of new customers every month, and our platform is constantly evolving with new tools, features, and workflows. This team sits at the intersection of onboarding, implementation, support, retention, and account management. While each of those teams plays a critical role, Customer Success focuses on the moments that can otherwise fall through the cracks: helping customers deepen their understanding of Roofr, adopt new tools, expand their workflows, and get more value from the platform over time.

As a Customer Success Specialist, you'll act as a trusted advisor, partnering with roofing contractors and business owners to understand their goals, improve their processes, and help them build stronger, more efficient businesses using Roofr. That means understanding how each customer actually works, spotting where they have access to tools they aren't using, and helping them build workflows that make Roofr a natural part of how they run their operations.

This role is built for someone who earns trust through consistency and genuine curiosity, someone who takes the time to understand a customer's business before suggesting a better way to do things. The question driving everything here is simple: are my customers getting full value from what they've invested in? Are they using what they have access to, and if not, why? Success in this role is measured by depth, not revenue, and by the real difference you make in how a roofing business runs day to day.

What You’ll Do:

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

What You'll Bring to the Role:

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

Who You Are:

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

Compensation Band: $70,000.00 - $80,000.00 CAD