Implementation Specialist, 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
• 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
• 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

Desirable

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

• At Roofr, we’re big fans of AI. It helps us write job descriptions that don’t put you to sleep, takes notes during interviews so we can actually listen, and even helps us track down awesome humans like you
• Feel free to use AI to prep, research, or get pumped up for your interview (we see you, ChatGPT power users 👀). But when it’s time to chat, we’d love to meet you, not your AI alter ego. Bring your real, unfiltered self, we promise we will too
• And don’t worry, a real, live human is behind every part of our process. Every application is reviewed by a real person, and you’ll always speak with real humans throughout the interview process. No bots, just good people ☺️