Customer Success Manager

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

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

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

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

At Roofr, we’re big fans of AI. It helps us write job descriptions that don’t put you to sleep, takes notes during interviews so we can actually listen, and even helps us track down awesome humans like you.

Feel free to use AI to prep, research, or get pumped up for your interview (we see you, ChatGPT power users 👀). But when it’s time to chat, we’d love to meet you, not your AI alter ego. Bring your real, unfiltered self, we promise we will too.

And don’t worry, a real, live human is behind every part of our process. Every application is reviewed by a real person, and you’ll always speak with real humans throughout the interview process. No bots, just good people ☺️

⚠️ Important Notice

We’ve been made aware of an individual impersonating Roofr using a fraudulent domain: roofrr.com (note the extra “r”). Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses, instant messaging platforms, or unsolicited calls.

To ensure your application is legitimate, please apply directly through our official careers page: https://roofr.com/careers .

If you receive any suspicious messages or have questions, reach out to us at [email protected] .

Your safety and security are important to us — thank you for your vigilance!

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.