Director of Customer Success - Remote

Overview

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.

In Short

• Define and execute the vision, strategy, and operating model for Customer Success.
• Build, mentor, and inspire a high-performing Customer Success team.
• Manage account setup, implementation, onboarding, and retention processes.
• Design scalable onboarding frameworks to reduce time-to-value.
• Establish metrics and playbooks to increase retention and reduce churn.
• Translate customer insights into actionable initiatives.
• Drive operational planning for headcount and resource allocation.
• Ensure adoption through structured education programs.
• Develop and optimize health scoring models for customer engagement.
• Foster a customer-centric culture across teams.

Requirements

• 8+ years of Customer Success experience in B2B SaaS.
• 3+ years leading Customer Success teams.
• Strong background in PLG environments.
• Excellent leadership and coaching skills.
• Highly operational with ability to build scalable systems.
• Strong analytical mindset.
• Exceptional cross-functional collaboration skills.
• Passionate about delivering outstanding customer experience.
• Aptitude for quickly learning new technologies.
• Exceptional communication skills.

Benefits

• Mandatory PTO during the first week of employment.
• 1 Friday off per month.
• Company-wide paid shutdown between Christmas and New Years.
• Flexible time off.
• 80% employer paid benefits.
• RRSP/401k match.
• Generous Parental Leave policy.
• Home office setup stipend.
• Internet and phone allowance.
• Weekly Friday paydays.