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Overview At Roofr, were obsessed with our customers. We constantly gather feedback to shape, prioritize, and launch the products they truly need. Thats what makes Roofrs 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 solutionsalong with payments, material ordering, and moreinto a seamless, powerful platform. With a clear roadmap ahead, were excited to continue expanding and leading the market with innovative products. We have an amazing culture, strong financials, and bestinclass company metrics. Its 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. Responsibilities Build, lead, and scale the Account Management function (team of ICs + future team leads). Develop the longterm AM strategy aligned with Roofrs expansion, upsell, retention, and customer engagement goals. Design, implement, and operationalize a layercake model and customer segmentation framework to optimize touchpoints across customer tiers. Partner closely with CS, Sales, Product, RevOps, and Marketing to ensure seamless customer handoffs and a unified customer journey. Own net revenue retention (NRR), expansion ARR and account growth KPIs. Drive highimpact expansion and upsell programs that deliver meaningful revenue growth. Build forecasting models, renewal processes, and account planning frameworks in partnership with RevOps. Establish rigorous and repeatable account review cadences and strategic QBR frameworks. Recruit, hire, and develop a highperforming Account Management team. Create scalable processes, playbooks, enablement materials, and performance metrics aligned to ARR expansion goals. Coach the team on strategic account planning, value realization, and commercial negotiation. Partner with RevOps to refine compensation plans, territory alignment, and customer segmentation. Implement tooling, dashboards, and workflows to increase efficiency and predictability across the AM motion. Identify gaps in the customer lifecycle and proactively design solutions to improve adoption, retention, and expansion. Qualifications 7+ years in B2B SaaS customer/account management, with at least 3+ years leading AM or postsale revenue teams at a highgrowth startup. Proven success owning NRR, renewal, and expansion revenue targets. Experience building and scaling account management teams from early stages. Expertise operationalizing layercake, segmentation, and high/lowtouch customer engagement models. Strong background in expansion + upsell motions, commercial negotiation, and value realization strategies. Datadriven mindset with the ability to forecast accurately and build scalable processes. Exceptional crossfunctional collaboration skills and experience partnering with Product, Sales, CS, and RevOps. Ability to thrive in a fastpaced, ambiguityheavy, highgrowth environment. Bonus: experience as a AM leader within a PLG environment. Benefits (US + Canada) 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!). Companywide paid shutdown for the week between Christmas and NewYears. Flexible time off. 80% employerpaid benefits. RRSP/401k match. Generous parental leave policy. We host 2 retreats per year and great teambuilding activities. Home office setup stipend. Internet and phone allowance. Remotefirst culture. Weekly Friday paydays! Info & EEO Statement Roofr is proud to be an equal opportunity employer. We are committed to equal employment opportunity in the workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We are committed to equal employment opportunity in the workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. AI Notice At Roofr, were big fans of AI. It helps us write job descriptions that dont 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 its time to chat, wed love to meet you, not your AI alter ego. Bring your real, unfiltered self, we promise we will too. And dont worry, a real, live human is behind every part of our process. Every application is reviewed by a real person, and youll always speak with real humans throughout the interview process. No bots, just good people #J-18808-Ljbffr