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
- Customer Success Manager growing retention and revenue across municipal water-compliance software accounts. Managing renewals, expansions, services sales, and executive customer relationships.
Responsibilities
- Serve as the primary point of contact for a portfolio of customer accounts
- Foster strong, long-term customer relationships
- Develop account plans mapping customers' regulatory programs and departments
- Identify cross-sell opportunities and introduce customers to Sales for closure
- Upsell higher-tier packages, SaaS-to-Usage conversions, and additional functionality or services
- Own the renewal process, securing on-time renewals and minimizing churn
- Build and maintain expansion and renewal pipelines in HubSpot
- Forecast renewal and expansion revenue accurately
- Engage senior stakeholders and secure executive sponsorship
- Conduct regular account reviews with operational and senior stakeholders
- Act as a trusted advisor and deliver tailored solutions
- Identify and sell professional services such as tailored training, managed services, and program optimizations
- Collaborate with Services to scope, price, present, and hand off service projects
- Oversee active projects to ensure alignment and successful delivery
- Advocate for customer needs and share insights with product and support teams
- Identify opportunities for case studies and customer success stories
- Ensure timely resolution of escalated issues
- Analyze account performance and identify trends, risks, and improvement opportunities
- Maintain customer interactions, renewal schedules, and account plans using HubSpot and Claude.ai
- Contribute to customer success strategy discussions and workshops
- Collaborate with product, support, services, and marketing teams
- Provide structured feedback for product development and process improvements
- Participate in workshops refining health scores and account plans
- Document best practices, workflows, and customer insights
- Leverage CRM and other tools to optimize account management activities
Requirements
- 3+ years of experience in account management, customer success, or a related role
- Preferably experience in SaaS or compliance industries
- Strong interpersonal and communication skills
- Ability to build trust and rapport with customers and stakeholders
- Demonstrated ability to achieve revenue and retention targets through strategic account management
- Experience identifying and selling professional services and managing handoffs to delivery teams
- Analytical mindset
- Proficiency using CRM tools like HubSpot for tracking and reporting
- Ability to manage multiple accounts and prioritize effectively in a fast-paced environment
- Preferred: experience working in GovTech or SaaS serving public-sector customers, such as municipalities, utilities, or government agencies
- Preferred: familiarity with water or wastewater compliance programs or similar regulatory industries
- Preferred: experience developing and executing account strategies, including upsell and cross-sell opportunities
- Preferred: knowledge of customer health metrics and customer lifecycle management
- Must be a citizen or permanent resident authorized to work in the US or Canada
- Must successfully complete a background check
- SwiftComply is unable to sponsor visas at this time
Benefits
- Medical, dental, and vision insurance with an FSA or HSA option
- Free life insurance plan
- 401(k) with pre-tax / Roth options and match
- Remote work
- US$1000 home office setup stipend
- Unlimited time-off policy
- Parental leave
- Equity, Diversity, and Inclusion initiatives
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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