[Remote] Director of Implementation & Retention at Roofr

Canada

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, CRM, Construction TechIndustries

Requirements

Hands-on leadership experience in building and scaling Customer Success functions, including Implementation, Onboarding, Retention, and team development
Ability to define and execute vision, strategy, and operating models for Customer Success across Builds, Implementation, Onboarding, Retention, Customer Education, and Customer Insights
Expertise in managing offshore teams, shift leads, and builders for account set-up, optimization, data migration, and 24/7 coverage
Skills in designing scalable onboarding frameworks, implementation playbooks, and education programs to drive adoption, time-to-value, upsell, and cross-sell opportunities
Proficiency in establishing metrics, health scoring models, retention processes, churn-save playbooks, and proactive engagement strategies
Experience partnering with Growth, Product, Sales, Support, Partnerships, and Marketing to align on customer journey, feedback loops, and GTM strategy
Capability to translate customer insights into actionable initiatives and provide executive-level reporting on key metrics like onboarding, adoption, and retention
Strong team-building skills to mentor, inspire, and foster a customer-centric culture

Responsibilities

Oversee Account Set-up (Builds), Implementation, Onboarding, Retention, Customer Education, and Customer Insights
Define and execute vision, strategy, and operating model for success across these functions
Build, mentor, and inspire a high-performing Customer Success (CS) team
Partner with Growth, Product, Sales, Support, Partnerships, and Marketing on customer journey, feedback, and GTM alignment
Manage Build Manager, Offshore Shift Leads, and Offshore Builders for accurate account setup, optimization, data migration, and expanded responsibilities
Oversee Managers of Customer Onboarding (Greenfield, Brownfield, Field) and Implementation Specialists for consistent onboarding
Design scalable onboarding frameworks and implementation playbooks to reduce time-to-value and drive upsell/cross-sell
Oversee Customer Education, including training programs, persona-based enablement, Roofr Academy, and adoption for self-serve/sales-assisted customers
Establish metrics, processes, playbooks for retention, churn reduction, health scoring, proactive strategies, and success planning
Build systems, processes, and playbooks for customer success at scale across self-serve, sales-assisted, and sales-led customers
Translate customer insights into initiatives for Product, Marketing, and Revenue
Define key success metrics and deliver executive-level reporting on onboarding, implementation, adoption, retention, and education

Skills

Customer Success

Team Leadership

Onboarding

Customer Retention

Implementation

Account Setup

Customer Education

Customer Insights

Process Design

Strategy

Mentoring

Cross-functional Collaboration

GTM Strategy

Roofr

Sales platform for roofing contractors

About Roofr

Roofr provides a sales platform designed specifically for roofing contractors, helping them improve their sales processes and streamline operations. The platform offers several key products, including roof measurement reports that deliver accurate data within 24 hours, estimation tools that allow users to create quotes quickly, and professional proposal generation that enables roofers to share visually appealing proposals with clients easily. Roofr also includes a roofing calculator for lead generation and offers a variety of resources such as blogs and tutorials to support its users. Unlike competitors, Roofr focuses exclusively on the roofing industry, providing tailored solutions that save time and enhance professionalism. The company's goal is to simplify the sales process for roofers, making it faster and more efficient.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$42.6MTotal Funding

SERIES_ACompany Stage

Industrial & Manufacturing, Enterprise SoftwareIndustries

51-200Employees

Benefits

Medical, dental & vision insurance

Remote first with support for autonomous work

1 Friday off per month

Company wide paid shutdown between Christmas and New Years

Flexible and unlimited time off

12 annual holidays

Learning & development opportunities

Monthly co-working space reimbursement

Home office setup & reimbursement

2 retreats per year and great team building activities

Risks

Increased competition from platforms like HOVER and EagleView offering similar services.

Over-reliance on satellite imagery may lead to inaccuracies in cloudy regions.

Rapid expansion may challenge service quality and customer support.

Differentiation

Roofr uses satellite imagery for instant roofing estimates, enhancing speed and accuracy.

Roofr's platform offers professional proposals with client signature capture, streamlining approvals.

Roofr provides a comprehensive sales platform tailored specifically for roofing contractors.

Upsides

Roofr raised $23.5M in Series A+ funding, boosting growth and development.

Partnership with CertainTeed enhances Roofr's market reach and contractor support.

Integration with CompanyCam improves project management and digital sales solutions.

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