ALL OPEN ROLESAPPLY FOR THIS ROLE
ONBOARDING
CUSTOMER SUCCESS LEAD
Own the first 90 days for every new customer. Get them through go-live, into weekly active use, and out the other side as a reference.
LOCATION
REMOTE · US
TYPE
FULL-TIME
COMP
$130K – $165K
EQUITY
0.05% – 0.15%
ABOUT THE ROLE
Our product gets sharper the more it is used, and contractors get value the moment they ship a real bid through it. The gap between contract signed and first bid sent is the single biggest churn predictor we have.
You will lead onboarding for our top 80 customers, build the playbook for the next 800, and hire one CSM under you in the first six months.
WHAT YOU’LL OWN
- →Run kickoff, data migration, training, and go-live for every new contract above $30K ARR.
- →Build the onboarding playbook. Templates, calls, milestones, escalation paths.
- →Track the activation metric weekly: did this account ship a real bid through ROOF10X this week, yes or no.
- →Partner with sales on hand-off and with product on the issues you see in-flight.
- →Hire and ramp one CSM in months 4–6.
WHAT WE’RE LOOKING FOR
- →5+ years in customer success, onboarding, or implementation at B2B SaaS.
- →Carried a renewal or expansion number, not just a CSAT score.
- →Strong project manager. You can run a 60-day implementation without it slipping.
- →Calm under fire. Migrations break, distributors send bad CSVs, contractors get angry. You handle it.
- →Excellent written communication — onboarding lives in email and Loom.
NICE TO HAVE
- +Past role in field-service, construction, or insurance software.
- +Built a CS playbook from zero.
- +Hired and ramped CSMs.
HOW WE INTERVIEW
- 0130-min intro with the COO.
- 02Onboarding teardown: walk us through how you would land a real signed account we will brief you on.
- 03Working session with engineering and sales.
- 04Reference calls plus founder call.