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Customer Success Manager

Roofr

Join Roofr, a rapidly growing company in the roofing industry. As a Customer Success Specialist, you will be responsible for building and maintaining relationships with our customers, helping them maximize their use of our platform. You will act as a trusted advisor, understanding their goals and processes, and providing coaching and education to help them get the most value from Roofr. This role requires strong communication skills, a proactive mindset, and a genuine interest in how businesses operate.

You know how to adapt your approach depending on who’s in front of you

Responsibilities

  • Assumer la responsabilité de la relation client après le transfert de l'Onboarding Specialist, en servant de point de contact principal pour les clients.
  • Suivre et comprendre ce à quoi chaque client a accès par rapport à ce qu'il utilise activement, et combler cette lacune par le coaching, l'éducation et les contacts proactifs.
  • Établir des relations authentiques et basées sur la confiance avec les clients, en servant de voix interne pour vos clients et en apportant des solutions aux équipes appropriées.

Requirements

  • 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
  • Tech-savvy and comfortable learning new tools quickly
  • A true customer advocate
  • Detail-obsessed (in the best way)
  • You are always looking for ways to improve and scale what works
  • Highly organized and results-oriented

Preferred

  • A genuine interest in how businesses operate, especially in industries where technology isn't always the comfort zone