Onboarding Manager, Bilingual (Spanish) - Roofr

Roofr is growing our Onboarding team, and we're looking for a Spanish-speaking Onboarding Manager to own the most important window in a customer's journey: the moment they sign to the moment they're live, confident, and getting real value from Roofr.

We onboard hundreds of new customers every month across multiple products. Many of them run established roofing businesses but are new to technology, which means the way you show up matters as much as what you know. This role is built for someone who thrives in high-volume environments, believes great onboarding creates the conditions for everything that comes after, and finds real satisfaction in watching a customer go from uncertain to capable.

Your goal is simple: help customers feel the difference Roofr makes in their business as quickly as possible, and make sure getting there doesn't feel overwhelming. We pay attention to two things to know we're on track: how much of what a customer set out to use in Roofr they're actually working with day-to-day, and whether they'd say the onboarding experience genuinely helped them. Those signals tell us where customers are thriving and where we can do better. They're our compass.

What You’ll Do

• Own the full onboarding journey for net-new Roofr customers, from supporting them through Account Setup and training through to a clean handoff to their Customer Success Manager.
• Manage multiple concurrent onboardings in a high-volume environment, balancing dedicated 1:1 sessions with scalable, group-based training.
• Guide customers through Roofr in a way that’s practical, confidence-building, and tailored to their unique business workflows, goals, and level of technical experience.
• Drive customers to a clear graduation milestone: they're live, self-sufficient, and ready for handoff to their Customer Success Manager.
• Work closely with the Account Setup Team as an onboarding consultant, ensuring Roofr is configured to reflect each customer's real needs and lay the foundation for strong adoption.
• Deliver engaging live training sessions and group webinars that drive real adoption, not just familiarity.
• Partner cross-functionally with Sales, Account Management, Retention, Product, and the Customer Success team to surface friction, close gaps, and ensure every handoff is clean.
• Contribute to the design and continuous improvement of Roofr's onboarding playbook, building something that scales, not just something that works today.
• Act as a trusted guide during a high-stakes window, helping customers prioritize, build good habits, and set themselves up for long-term success in Roofr.

What You'll Bring to the Role

• Fluent in Spanish (written and spoken)
• 2+ years of experience in customer onboarding, customer success, or enablement within an SMB, B2B, or SaaS environment
• Experience working in a fast-paced, high-growth startup environment
• Strong communication and presentation skills across live calls, video meetings, email, and webinars
• Ability to build rapport quickly and adapt your approach based on customer goals, maturity, and engagement level
• Proven ability to manage customer needs while making thoughtful, outcome-driven recommendations
• Comfort demonstrating product value and guiding customers toward broader adoption and better business outcomes
• High ownership mentality with the ability to work autonomously, manage competing priorities, and follow through consistently
• Exceptional organization, time management, and attention to detail to deliver a reliable, high-quality onboarding experience

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 - $75,000.00 CAD

What we offer (US + Canada)

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

🏝️ Vacation/Paid Time Off:

• 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

🤝 Perks:

• We host an annual company retreat with great team building activities
• Ample learning and development opportunities to continue growing your career
• Home office setup stipend
• Internet and phone allowance
• Remote first culture
• Weekly Friday paydays!