Customer Retention Representative, Roofr
Contract
$65-75k
+ 25% variable CAD
All-in-one sales platform for roofers
Be an early applicant
All-in-one sales platform for roofers
201-500 employees
Be an early applicant
$65-75k
+ 25% variable CAD
201-500 employees
Company mission
To be the trusted foundation for roofing professionals to build their success.
Role
Who you are
- 2+ years of experience handling a high volume of accounts with a focus on retention
- Strong objection-handling and conversational selling skills
- Ability to think on your feet and keep customers engaged in real-time
- Experience in subscription-based business models with recurring revenue
- A data-driven mindset—able to identify trends and react quickly
- Ability to multitask and manage a large volume of at-risk customers
- Strong collaboration skills with Account Managers, Sales, and Support teams
- Proficiency in CRM tools (HubSpot, Salesforce, Gainsight, or equivalent)
- Roofing, SaaS, or construction tech experience is a plus
What the job involves
- 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
- This position is for an existing vacancy
- We are looking for a Contract Retention Specialist for 12 months to reduce churn and maximize customer retention, with a primary focus on subscribers who frequently churn and return due to seasonal demand changes
- You will be responsible for quickly identifying customer pain points, articulating the full value of Roofr's platform, and reengaging at-risk customers often by leveraging cross-functional resources such as personalized demos with Account Managers or guided onboarding through Implementation Specialists to reconnect them with the tools and support they need to succeed
- Engage and re-engage customers across all segments who show signs of churn
- Quickly identify churn risk factors and provide tailored solutions
- Reach out to actively churning customers and create urgency to keep them on the platform
- Deliver compelling, real-time value propositions to prevent immediate churn
- Hook customers into a conversation long enough to explore their concerns, identify the right retention strategies, and connect them with the resources or team members best suited to help them succeed
- Conduct discovery conversations to surface recurring pain points and product feedback, sharing insights cross-functionally to inform improvements
- Analyze churn data and seasonal trends to refine outreach strategies
- Collaborate with Account Management & Implementation & Support teams to ensure seamless retention efforts
- Track and optimize retention playbooks for improving customer lifecycle management
Our take
Roofing is one of those manual industries that’s been around forever, and can sometimes feel like it still exists in a completely pre-digital age. But Roofr’s on a mission to change that, with its software platform designed to modernize the industry.
One of its main selling points is that it offers roofers the ability to give instant estimates. It works with companies like Nearmap, whose low-altitude planes take high-resolution photos for mapping. This provides roofing companies with high-quality imagery of the roof to be able to give an estimate without a site visit - easier for the company and customer.
A few other start-ups are aiming to reinvent the roofing industry, but roofing is a $40 billion-a-year industry, so there's ample opportunity for growth. Roofr has raised substantial funding and already earned recognition in this sector, enabling it to strengthen its platform and continue to broaden its reach.
Steph
Company Specialist at Welcome to the Jungle
Insights
74% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2023
$23.5m
SERIES A
Sep 2022
$12m
SERIES A
Total funding: $43.9m
Company benefits
- 1st week of employment is mandatory PTO! Start your journey with Roofr by decompressing and recharging - we will see you in week 2!
- 1 Friday off per month (we call those our laundry days!)
- Company wide paid shutdown for the week between Christmas and New Years
- Flexible time off
- Medical, dental and vision insurance premiums for employees and their dependents
- Generous Parental Leave policy
- We host 2 retreats per year and great team building activities
- Ample learning and development opportunities to continue growing your career
- Home office setup stipend
- Remote first culture
- Weekly Friday paydays!
Company HQ
Union Square, San Francisco, CA
Leadership
Richy Nelson
(CEO)Began their career as a Roofer, spending over 13 years at Guaranteed Roofing before becoming a Project Manager at Trudel and Sons Roofing.
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