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Salary: CAD 70,000 - 80,000 / annual
Roofr is a CRM platform built for roofing contractors and small business owners, combining aerial roof measurements, digital sales proposals, payments, material ordering, and business management tools into a single platform. The company is growing its Customer Success team and seeking a Customer Success Manager to own and grow relationships with customers post-onboarding.
In this role, you will act as a trusted advisor to roofing contractors and business owners, helping them understand their goals, improve their processes, and build stronger, more efficient businesses using Roofr. You'll own the customer relationship after the Onboarding Specialist handoff, serving as the primary point of contact as customers deepen their use of the platform.
Key responsibilities include:
- Owning customer relationships and serving as the primary point of contact for post-onboarding support and expansion
- Tracking and understanding what each customer has access to versus what they're actively using, and closing adoption gaps through coaching and proactive outreach
- Building genuine, trust-based relationships with customers who may not be comfortable with technology
- Serving as the internal voice of customers, bringing patterns, friction points, and adoption barriers to product and support teams
- Partnering cross-functionally with Account Management, Retention, Sales, Product, and Onboarding teams to ensure smooth transitions and comprehensive support
- Contributing to improvements in Roofr's post-onboarding customer experience
Success in this role is measured by the depth of customer relationships and real impact on how roofing businesses operate day-to-day, not by revenue metrics. You'll work with hundreds of new customers monthly and help them adopt new tools, expand workflows, and maximize platform value over time.
Requirements:
- 2+ years of experience in customer success, account management, or customer enablement in a B2B or SaaS environment
- Genuine interest in how businesses operate, especially in industries where technology adoption may be a challenge
- Ability to read adoption data and translate it into clear, prioritized action plans for each customer
- Strong relationship-building skills; ability to earn trust over time
- Proactive mindset; ability to spot signals early and act without waiting for customers to raise concerns
- High ownership mentality with ability to manage a customer portfolio independently and follow through consistently
- Strong communication skills across calls, email, and video
- Detail-oriented, results-oriented, and customer-focused
- Tech-savvy and comfortable learning new tools quickly
- Ability to adapt your approach depending on the customer
