Remote-First Customer Success Specialist

Roofr; San Francisco (CA); Remote; USD 49,000 - 56,000; Full time

Benefits offered by this job

Company retreat

Learning & development

Home office stipend

Internet and phone allowance

Remote first culture

Weekly paydays

Job summary

Roofr is seeking a Customer Success Specialist to own and grow relationships with hundreds of customers. You’ll help customers deepen Roofr usage, adopt new tools, and expand workflows, ensuring they get maximum value from the platform.

The role emphasizes trust, consistency, and curiosity, focusing on depth of impact over revenue. You’ll collaborate across onboarding, support, retention, and product teams in a remote-friendly environment.

Qualifications

• 2+ years of experience in customer success, account management, or customer enablement in a B2B or SaaS environment.
• Genuine interest in how businesses operate, especially in industries where technology isn't always the comfort zone.
• Ability reading adoption data and translating it into prioritized action plans for each customer.
• Strong relationship-building skills and trust development over time.
• Proactive mindset; spot signals early and act on them.
• High ownership with the ability to manage a portfolio of customers independently.
• Strong communication across calls, email, and video; customer-first approach.

Responsibilities

• Own the customer relationship after onboarding, as primary contact during deeper use.
• Track access vs usage and close gaps through coaching, education and outreach.
• Build genuine, trust-based relationships with customers hesitant about technology.
• Advocate for customers and communicate patterns and barriers to relevant teams.
• Collaborate with Account Management, Retention, Sales, Product, Account Setup, and Onboarding teams.
• Contribute to improving post-onboarding customer experience.

Skills

Customer success

Account management

Adoption analytics

Relationship building

Proactive mindset

Ownership

Communication skills

Job description

Roofr is seeking a Customer Success Specialist to own and grow relationships with hundreds of customers. You’ll help customers deepen Roofr usage, adopt new tools, and expand workflows, ensuring they get maximum value from the platform.

The role emphasizes trust, consistency, and curiosity, focusing on depth of impact over revenue. You’ll collaborate across onboarding, support, retention, and product teams in a remote-friendly environment.