Account Manager

Roofr is looking for an Account Manager to join our high-performing, collaborative, and customer-obsessed Account Management team. You’ll have the opportunity to manage a large portfolio of accounts, driving upsell and cross-sell opportunities, ensuring customer retention, and playing a key role in guiding both our sales assisted and self-serve customers through their journey with our solutions. This is a fast-paced, high-growth environment, and we’re seeking someone who thrives on delivering results and building lasting customer relationships.

As an Account Manager, you will report into the Team Lead of Account Management and be an integral part of our mission to enhance the customer experience while driving revenue growth.

What You'll Get to Do:

Manage a portfolio of 1,000+ customer accounts, who are all at different points in their journey with Roofr. 

• Act as the primary point of contact for customers, proactively identifying pain points and positioning Roofr’s solutions to address their needs.
• Develop and execute proactive strategies tailored to each segment of users with the goal of ensuring each customer gets the most value they can out of Roofr’s solutions.
• Identify and execute upsell and cross-sell opportunities to expand Monthly Recurring Revenue (MRR).
• Proactively address churn risks to ensure high retention and customer satisfaction.
• Collaborate with Account Executives, Implementation, Revenue Operations and Customer Support teams to ensure a seamless customer experience.
• Work closely with the Implementation team to ensure smooth account set-up and ongoing account health.
• Monitor and improve key performance metrics such as Expansion MRR, Contraction MRR, Net MRR, Retention Rate, Churn Rate, and Net Promoter Score (NPS).

What You'll Bring to the Role:

• 1+ years of experience in an Account Management role, ideally in a high-growth or fast-paced environment.
• Proven success managing a large book of business (1,000+ accounts) across self-serve and sales-assisted buying flows.
• Experience working collaboratively with cross-functional teams, particularly Account Executives and Implementation teams.
• A track record of driving revenue growth through upsell, cross-sell, and customer retention strategies.
• Strong understanding of key metrics, such as MRR, churn, retention, and NPS.
• Excellent communication skills and a customer-centric mindset.

Who You Are:

• Proactive and highly independent: You take initiative and are self-motivated, always seeking to improve customer relationships and identify new growth opportunities.
• Competitive with yourself and a high achiever: You set high goals and work tirelessly to exceed them.
• Collaborative: You thrive in a team environment and value working across departments to deliver the best outcomes for customers.
• Customer-obsessed: You genuinely care about helping customers succeed and derive value from our solutions.
• Resilient: You handle challenges and setbacks with a positive attitude, adapting quickly and continuing to push forward.