About the role

Customer Success Specialist helping Canadian roofing businesses adopt Roofr’s CRM platform. Managing relationships, usage gaps, and post-onboarding success across customer portfolios.

Responsibilities

Own the customer relationship after the Onboarding Specialist handoff
Serve as the primary point of contact for customers deepening their use of Roofr
Track customer access and product 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 internally
Partner with Account Management, Retention, Sales, Product, Account Setup, and Onboarding teams
Contribute to improving the post-onboarding customer experience

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 isn't always the comfort zone
Comfort reading adoption data and translating it into a clear, prioritized action plan
Strong relationship-building skills
Proactive mindset
Ability to manage a portfolio of customers independently and follow through consistently
Strong communication skills across calls, email, and video
Highly organized and results-oriented
Detail-oriented
Ability to adapt approach to different customers
Tech-savvy and comfortable learning new tools quickly