Customer Success Manager - Roofr

At Roofr, we’re obsessed with our customers. We constantly gather feedback to shape, prioritize, and launch the products they truly need. We started by building essential sales tools like aerial roof measurements and digital sales proposals, and expanded into a seamless CRM that connects these solutions with payments, material ordering, and more.

We are growing our Customer Success team and looking for a Customer Success Specialist / Manager to own and grow relationships with our customers. This team sits at the intersection of onboarding, implementation, support, retention, and account management, focusing on helping customers deepen their understanding of Roofr, adopt new tools, expand workflows, and maximize value.

What You’ll Do

• Own the customer relationship after the Onboarding Specialist handoff, serving as the primary point of contact as customers deepen their platform usage.
• Track and understand tool adoption vs. access for each customer, closing gaps 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 friction points and adoption barriers to cross-functional teams.
• Partner cross-functionally with Account Management, Retention, Sales, Product, Account Setup, and Onboarding teams.
• Contribute to improving and scaling 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 portfolio.
• Strong relationship-building skills and the ability to earn trust over time.
• Proactive mindset: spotting adoption signals early and acting on them.
• High ownership mentality with the ability to manage a portfolio of customers independently.
• Clear, warm, and customer-first communication across phone, email, and video.

Who You Are

• A true customer advocate.
• Highly organized and results-oriented.
• Detail-obsessed with strong adaptability.
• Continuous learner focused on scaling what works.
• Tech-savvy and comfortable learning new tools quickly.

Compensation & Benefits

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

• Vacation & Paid Time Off: Mandatory 1st week PTO upon joining, 1 Friday off per month ("laundry days"), company-wide week shutdown between Christmas & New Years, and flexible time off.
• Health Benefits: 100% employer-paid premiums for Extended Healthcare and Dental in Canada.
• Financial Support: RRSP match and equity grant options.
• Family Support: Generous parental leave policy.
• Perks: Annual company retreat, home office setup stipend, internet and phone allowance, learning & development stipend, and weekly Friday paydays.