Customer Success Specialist helping Canadian roofing businesses adopt Roofr’s CRM platform. Managing relationships, usage gaps, and post - onboarding success across customer portfolios.
About the role
- CRM Lead Specialist overseeing Klaviyo CRM production, QA, and Specialist teams. Driving lifecycle marketing innovation for Domaine, a Shopify ecommerce design and development partner.
Responsibilities
- Own production oversight across all CRM clients, including migration projects and ongoing retainers
- Oversee creative and technical CRM execution
- Review all Specialist output before it reaches Strategists and clients
- Coordinate production workflows and flag capacity or timeline risks
- Perform full QA on builds, segmentation, automation, deployment, copy, and design implementation
- Set and enforce execution standards and documentation practices
- Escalate complex technical or production issues
- Directly manage 3–4 CRM Specialists across Creative and Technical tracks
- Run 1:1s, provide coaching and feedback, identify skill gaps, and support onboarding
- Own Specialist billable utilization with an 80% target
- Monitor utilization and manage staffing allocation across client accounts
- Champion AI-forward tooling and workflows in CRM execution
- Drive innovation in segmentation, automation, QA, and lifecycle programming
- Evaluate and pilot new tools and methods, codifying successful practices
- Train the CRM team on new Klaviyo features and releases
- Take on new ESP certifications, starting with Braze
- Evolve execution playbooks, build standards, and QA processes
- Drive best-practice adoption across ESP/SMS platforms and automation workflows
- Document repeatable processes and contribute to the knowledge base
- Partner with Strategists, Team Lead, and Lead Designer on feasibility, timelines, resourcing, handoffs, and QA
Requirements
- Deep, hands-on expertise in Klaviyo-centric CRM execution
- Fluency across ESP/SMS platforms and migration methodologies (Cordial-to-Klaviyo and similar)
- Track record of producing and QA'ing complex email/SMS builds, segmentation, and automations at a high bar
- Experience managing or mentoring specialists/producers, ideally across both creative and technical disciplines
- Comfort working with AI tools in production workflows
- Strong organizational skills across multiple client accounts and production streams
- Clear, proactive communication and comfort serving as an escalation point and cross-functional liaison
- Agency experience across DTC/retail clients preferred
- Must maintain EST working hours
- Experience with Klaviyo product features and releases
- New ESP certifications, starting with Braze, to expand platform coverage
Benefits
- Competitive Healthcare with Dental & Vision
- Retirement savings plan with employer matching
- Competitive PTO policy with paid time off at end of year
- Flexible working schedule
- Remote-first culture
- Home office stipend
- Apple gear
- Continued education and personal development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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