Customer Success Manager

At Roofr , we’re obsessed with our customers. We constantly gather feedback to shape, prioritize, and launch the products they truly need. That’s what makes Roofr’s CRM special. We started by building essential sales tools like aerial roof measurements and digital sales proposals. But when our customers asked for a simple, affordable way to manage and scale their entire businesses, we listened. So, we created a CRM that connects these solutions—along with payments, material ordering, and more—into a seamless, powerful platform. With a clear roadmap ahead, we’re excited to continue expanding and leading the market with innovative products. We have an amazing culture, strong financials, and best-in-class company metrics. It’s an exciting time to be part of an extraordinary startup that is already successful, yet still early enough to offer its team significant growth, equity, and the opportunity to make a real impact. This position is for an existing vacancy. ***A quick note: some of our emails may be filtered into your spam/junk folder. Please check there regularly for any communications from us, including interview scheduling, next steps, and updates on your application. If you find one of our emails in spam, please mark it as “Not Spam” to help ensure future messages reach your inbox.*** 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. What You’ll Do: • 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 ab