Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage the customer relationship following the handoff from the Onboarding Specialist.

• Act as the main point of contact for customers, enhancing their utilization of Roofr.

• Monitor customer access and product engagement, addressing adoption gaps through coaching, education, and proactive outreach.

• Foster trust-based relationships with customers who may feel uneasy with technology.

• Advocate for customer trends, challenges, and adoption barriers within the organization.

• Collaborate with Account Management, Retention, Sales, Product, Account Setup, and Onboarding teams.

• Play a role in enhancing the post-onboarding customer experience.

⛳️ Requirements

• A minimum of 2 years' experience in customer success, account management, or customer enablement within a B2B or SaaS setting.

• A genuine interest in understanding how businesses operate, particularly in sectors where technology may not be the primary focus.

• Proficiency in analyzing adoption data and converting it into a clear, prioritized action plan.

• Strong skills in building relationships.

• A proactive approach to work.

• Capability to independently manage a customer portfolio and ensure consistent follow-through.

• Excellent communication skills across calls, emails, and video conferencing.

• Highly organized with a results-oriented mindset.

• Attention to detail.

• Flexibility in adapting strategies for different customers.

• Tech-savvy and quick to learn new tools.

🏝️ Benefits

• The first week of employment is mandatory PTO.

• One Friday off each month.

• Company-wide paid shutdown during the week between Christmas and New Year's.

• Flexible time off policies.

• 100% employer-paid premiums for Extended Healthcare and Dental in Canada.

• RRSP/401k matching.

• Generous Parental Leave policy.

• Annual company retreat featuring team-building activities.

• Numerous opportunities for learning and development.

• Stipend for home office setup.

• Internet and phone allowances.

• Remote-first company culture.

• Weekly paydays on Fridays.