Customer Success Manager
R
RoofrRoofing SaaS
Remote: CanadaFull-TimeManager
Salary70,000 - 80,000 CAD per year
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Job Details
- Experience
- 2+ years of experience in customer success, account management, or customer enablement in a B2B or SaaS environment
- Required Skills
- Customer SuccessAccount ManagementCross-functional collaboration
Requirements
- Have 2+ years of experience in customer success, account management, or customer enablement in a B2B or SaaS environment.
- Be interested in how businesses operate, especially in industries where technology may not be a comfort zone.
- Be comfortable reading adoption data and translating it into a prioritized customer action plan.
- Build relationships and earn customer trust over time.
- Proactively identify customer signals and act on them.
- Manage a customer portfolio independently and follow through consistently.
- Communicate clearly across calls, email, and video.
- Adapt your approach to the person you are working with.
- Learn new tools quickly.
Responsibilities
- Own customer relationships after the Onboarding Specialist handoff and serve as the primary point of contact.
- Track customer access to Roofr tools against actual usage and close adoption gaps through coaching, education, and proactive outreach.
- Build trust-based relationships with customers who may not be comfortable with technology.
- Represent customer patterns, friction points, and adoption barriers to the teams that can address them.
- Partner with Account Management, Retention, Sales, Product, Account Setup, and Onboarding to support customers and smooth team transitions.
- Contribute to improving the post-onboarding customer experience.
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