Onboarding Manager, Bilingual – English/Spanish

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

📋 Description

• Take ownership of the entire onboarding process for new Roofr customers, from Account Setup and training to the transition to the Customer Success Manager.

• Oversee multiple onboarding processes simultaneously in a fast-paced environment through individualized sessions and group training.

• Assist customers in navigating Roofr based on their workflows, objectives, and technical expertise.

• Guide customers to reach graduation milestones where they are operational, independent, and ready for the handoff.

• Collaborate with the Account Setup Team to tailor Roofr according to each customer's requirements and facilitate adoption.

• Conduct live training sessions and group webinars.

• Work alongside Sales, Account Management, Retention, Product, and Customer Success teams to identify friction points, bridge gaps, and ensure smooth transitions.

• Contribute to the ongoing enhancement of Roofr's onboarding manual.

• Assist customers in prioritizing, establishing effective habits, and achieving long-term success with Roofr.

⛳️ Requirements

• Proficient in Spanish (both written and spoken).

• Over 2 years of experience in customer onboarding, customer success, or enablement in an SMB, B2B, or SaaS context.

• Experience in a dynamic, high-growth startup environment.

• Excellent communication and presentation skills across live calls, video conferences, emails, and webinars.

• Ability to quickly build rapport and adjust strategies based on customer objectives, maturity, and engagement levels.

• Demonstrated capability to address customer needs while providing thoughtful, outcome-focused recommendations.

• Comfort in showcasing product value and guiding customers toward broader adoption and improved business outcomes.

• Strong sense of ownership with the ability to work independently, manage conflicting priorities, and consistently follow through.

• Outstanding organizational, time management, and attention to detail skills.

• Commitment to customer advocacy, results-driven approach, adaptability, continuous improvement, and quick learning of new tools.

🏝️ Benefits

• Mandatory paid time off during the first week of employment.

• One Friday off each month.

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

• Flexible time-off policy.

• 80% employer-paid benefits in the U.S., with 100% employer-paid premiums for Extended Healthcare and Dental in Canada.

• RRSP/401k matching program.

• Generous parental leave policy.

• Annual company retreat featuring team-building activities.

• Opportunities for learning and development.

• Stipend for home office setup.

• Allowance for internet and phone expenses.

• Remote-first work culture.

• Weekly payday on Fridays.

• Equity opportunities as outlined in the company overview.