Implementation Specialist

Roofr is growing our Implementation Team, and we're looking for an experienced Onboarding or Customer Success Specialist to help design, deliver, and continuously improve a scalable customer onboarding experience that drives fast time-to-value and long-term product adoption.

We onboard hundreds of new customers every month across multiple products, supporting them as they grow and expand their use of Roofr. This role is ideal for a customer-centric, results-driven professional who thrives in high-volume environments and believes great onboarding is the foundation for retention, expansion, and customer advocacy.

Time-to-value, adoption, retention, and churn prevention are the name of the game, always with the customer's best interest at heart.

What You'll Get to Do:

• Own and manage multiple concurrent customer onboardings in a high-volume environment, balancing 1:1 training with scalable, group-based enablement
• Guide customers through their onboarding journey, ensuring they understand how to use Roofr effectively and see value quickly
• Deliver high-quality customer interactions that drive product adoption and confidence across Roofr's platform
• Execute engaging Roofr training sessions through live online demonstrations, workshops, and group education sessions
• Partner cross-functionally with Product, Account Management, and other Revenue teams to ensure a seamless and consistent customer experience
• Track and manage key onboarding metrics tied to product adoption, retention, churn reduction, and customer advocacy
• Contribute to the design, documentation, and continuous improvement of a scalable onboarding journey that supports growth
• Identify opportunities to introduce and position additional Roofr products that help customers succeed and expand their usage over time
• Act as a trusted onboarding partner, helping customers prioritize, make informed decisions, and build sustainable workflows in Roofr

What You'll Bring to the Role:

• 2+ years of experience in customer onboarding, customer success, or enablement within an SMB, B2B, or SaaS environment
• Experience working in a fast-paced, high-growth startup environment
• Strong communication and presentation skills across live calls, video meetings, email, and webinars
• Ability to build rapport quickly and adapt your approach based on customer goals, maturity, and engagement level
• Proven ability to manage customer needs while making thoughtful, outcome-driven recommendations
• Comfort demonstrating product value and guiding customers toward broader adoption and better business outcomes
• High ownership mentality with the ability to work autonomously, manage competing priorities, and follow through consistently
• Exceptional organization, time management, and attention to detail to deliver a reliable, high-quality onboarding experience

Bonus Points:

• Experience in construction technology, roofing, or a roofing-adjacent industry
• Experience working with roofing software, construction technology, or CRM platforms
• Spanish fluency

Who You Are:

• A true customer advocate
• Highly organized and results-oriented
• Detail-obsessed (in the best way)
• Always looking for ways to improve and scale what works
• Tech-savvy and comfortable learning new tools quickly

Compensation Band: $77, $89,000.00 CAD