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
• 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

Benefits

• Medical, dental and vision insurance premiums for employees and their dependents
• We host 2 retreats per year and great team building activities
• Generous Parental Leave policy
• 1 Friday off per month (we call those our laundry days!)
• 1st week of employment is mandatory PTO! Start your journey with Roofr by decompressing and recharging - we will see you in week 2!
• Company wide paid shutdown for the week between Christmas and New Years
• Flexible time off
• Home office setup stipend
• Ample learning and development opportunities to continue growing your career
• Weekly Friday paydays!
• Remote first culture

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