Account Manager, Expansion

Role Overview

• Manage a portfolio of 1,000+ customer accounts, who are all at different points in their journey with Roofr.
• Act as the primary commercial owner of your accounts, responsible for both customer success and revenue expansion.
• 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).

Requirements

• 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.
• Demonstrated success driving revenue through upsell, cross-sell, or expansion sales motions.
• 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.

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
• 80% employer-paid benefits in the U.S. and 100% employer-paid premiums for Extended Healthcare and Dental in Canada
• RRSP/401k match
• Generous Parental Leave policy
• We host an annual company retreat with great team building activities
• Ample learning and development opportunities to continue growing your career
• Home office setup stipend
• Internet and phone allowance
• Remote first culture
• Weekly Friday paydays!