---
title: 'Customer Success Manager at Roofr'
canonical: 'https://feeny.ai/job/customer-success-manager-roofr-canada-50r5phhk639b'
type: 'job'
last_seen: '2026-10-12'
---

# Customer Success Manager at Roofr

- **Company:** Roofr
- **Location:** Canada
- **Work type:** remote
- **Posted:** 2026-09-29
- **Last confirmed live:** 2026-10-12
- **Apply:** https://job-boards.greenhouse.io/roofr/jobs/4738134005

## Job description

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 about and continuously improves the post-onboarding customer experience

What You'll Bring to the Role:

- 2+ years of experience in customer success, account management, or customer enablement in a B2B or SaaS environment
- A 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 for each customer in your portfolio
- Strong relationship-building skills; you know how to earn trust over time, not just in a first call
- A proactive mindset: you don't wait for customers to raise their hand; you spot the signals early and act on them
- High ownership mentality with the ability to manage a portfolio of customers independently and follow through consistently
- Strong communication skills across calls, email, and video: clear, warm, and always customer-first

Who You Are:

- A true customer advocate
- Highly organized and results-oriented
- Detail-obsessed (in the best way)
- You know how to adapt your approach depending on who’s in front of you.
- You are always looking for ways to improve and scale what works
- Tech-savvy and comfortable learning new tools quickly

Compensation Band: $70,000.00 - $80,000.00 CAD

Our compensation ranges are built using multiple market benchmarks and reflect both the scope of the role and current market data. While many hires fall within the beginning to midpoint of the band to allow for growth over time, we tailor offers based on each candidate’s experience, seniority, and demonstrated impact.

🏠 What we offer (US + Canada)

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

🏝️ Vacation/Paid Time Off:

- 1st week of employment is mandatory PTO! Start your journey with Roofr by decompressing and recharging - we will see you in week 2!
- 1 Friday off per month (we call those our laundry days!)
- Company wide paid shutdown for the week between Christmas and New Years
- Flexible time off
- 80% employer-paid benefits in the U.S. and 100% employer-paid premiums for Extended Healthcare and Dental in Canada
- RRSP/401k match
- Generous Parental Leave policy

🤝 Perks:

- We host an annual company retreat with great team building activities
- Ample learning and development opportunities to continue growing your career
- Home office setup stipend
- Internet and phone allowance
- Remote first culture
- Weekly Friday paydays!

🤖 AI Notice

At Roofr, we’re big fans of AI. It helps us write job descriptions that don’t put you to sleep, takes notes during interviews so we can actually listen, and even helps us track down awesome humans like you.

Feel free to use AI to prep, research, or get pumped up for your interview (we see you, ChatGPT power users 👀). But when it’s time to chat, we’d love to meet you, not your AI alter ego. Bring your real, unfiltered self, we promise we will too.

And don’t worry, a real, live human is behind every part of our process. Every application is reviewed by a real person, and you’ll always speak with real humans throughout the interview process. No bots, just good people ☺️

⚠️ Important Notice

We’ve been made aware of an individual impersonating Roofr using a fraudulent domain: roofrr.com (note the extra “r”). Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses, instant messaging platforms, or unsolicited calls.

To ensure your application is legitimate, please apply directly through our official careers page: https://roofr.com/careers.

If you receive any suspicious messages or have questions, reach out to us at talent@roofr.com.

Your safety and security are important to us — thank you for your vigilance!

Roofr is proud to be an equal opportunity employer. We are committed to equal employment opportunity in the workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

## About Roofr

## Company Overview
- **One-liner**: Roofr provides a sales platform, CRM, and payment processing solution purpose-built for roofing contractors to manage estimates, close jobs, and grow their business.
- **Entity Type**: Private (venture-backed; raised Series B)
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2016
- **Founders**: Richard Nelson (CEO) and Kevin Redman (CTO)

## Core Business
- **Primary industries**: Roofing technology / Construction software (PropTech)
- **Target customers**: B2B – roofing contractors of all sizes, from small residential firms to large commercial operations across North America
- **Mission**: “Be the trusted foundation for roofing professionals to build their success.”

## Products & Services
- **Roofr CRM**: A centralized platform that helps roofers win, run, and close jobs – includes lead management, estimating, job tracking, and customer communication.
- **Payments**: Integrated payment processing that allows contractors to collect payments digitally, reducing friction and improving cash flow.
- **Instant Estim**: A feature that generates quick, accurate estimates (likely leveraging aerial imagery or satellite data, though not explicitly detailed in the provided sources).

All offerings are delivered as Software-as-a-Service (SaaS).

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric**: Total funding raised = **$45M** (as stated on careers page)
- **Funding History**:
  - 2017 – Accepted into Y Combinator and raised a high-profile seed round
  - 2022 – Series A (led by Crosslink Capital and Bullpen Capital)
  - 2023 – Series A+
  - 2024 – Series B led by TCV and ABC Supply (a major building materials distributor)
- **Notable Investors**: Y Combinator, Crosslink Capital, Bullpen Capital, TCV, ABC Supply
- **Growth Signals**:
  - Hired 200th team member in 2025 (up from 100 in 2023)
  - 14,000+ roofing professionals use the platform daily
  - 90%+ customer satisfaction rating
  - 13-minute average reply rate on customer support
  - Recognized as a Top 100 Best Midsize Place to Work in San Francisco, Top 100 Best Remote Midsize Places to Work, and Top 50 Best Workplaces for Young Talent 2025

## Competitive Advantages
- **Deep domain expertise**: CEO Richard Nelson is a third-generation roofer who personally experienced the industry’s inefficiencies.
- **Purpose-built for roofing**: Unlike generic CRMs, Roofr is tailored to the unique workflows of roofing contractors (estimates, payments, job tracking).
- **Investor backing**: Backed by top-tier VCs (Y Combinator, TCV) and a strategic investor (ABC Supply), giving both capital and industry partnerships.
- **High customer satisfaction** (90%+) and fast support response times, indicating strong product-market fit.
- **Integrated payments** create a natural revenue stream and stickiness.

## Strategic Focus
- Expand platform capabilities and continue scaling across North America.
- Deepen partnerships (e.g., with ABC Supply) to embed further into the contractor ecosystem.
- Maintain a customer-obsessed, high-performance culture to support rapid growth.

## Why Work Here
- **Remote-first culture**: Work from anywhere; company supports home office setup.
- **Generous time off**: Starts with 1 week PTO upon hiring, plus monthly “Laundry Days” – an extra Friday off each month with no strings attached.
- **Competitive benefits**: Medical, dental, and vision coverage partially paid by the company.
- **Growth trajectory**: Company is scaling quickly (200+ employees, open roles across engineering, marketing, sales, etc.), offering career advancement.
- **Engineering culture**: 69 product + tech employees as of 2026; values include “think unconventionally,” “customer obsessed,” and “high performance.”
- **Award-winning workplace**: Multiple “Best Places to Work” recognitions, and an emphasis on inclusion and diversity.
- **Notable perks**: Laundry Days, startup vibe with strong mission, and a supportive, collaborative environment.

## Sources
1. [roofr.com/careers](https://roofr.com/careers)
2. [roofr.com](https://roofr.com/)
3. [roofr.com/about](https://roofr.com/about)
4. [builtin.com](https://builtin.com/company/roofr/faq/workplace-perception)

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