Customer Success Manager, Onboarding - Mid-Market

It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is clear: the construction industry is at the center of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way commercial construction companies buy their materials. Join us.

Founded in 2018, Kojo is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually and we can’t live without its output - our roads, schools, hospitals, and offices. Despite this, there’s been very little innovation over the past 70 years in how materials - which constitute up to 40% of project costs - are bought and sold. This is our opportunity.

The Mid-Market Onboarding Customer Success Manager will lead our mid-to-large market customers to successful adoption and long-term success with the Kojo platform by coordinating and delivering strategic implementation plans that meet customer business needs. This role will ensure continuous strategic alignment across teams and with customer contacts, and provide customized solutions to ensure a seamless customer experience.

The Onboarding CSM must be an excellent project manager of their book of business and committed to seeing our customers adopt and succeed on our platform.

This role will include:

• Leading the implementation process for Kojo’s customers quickly and with a high degree of responsiveness and service, as their main Kojo point of contact, including planning calls, product trainings, and regular engagement as needed to ensure successful results

• Effectively supporting ~20 concurrent implementation projects, ensuring all new Kojo customers receive a personalized and hands-on experience

• Conducting meetings and consultations with stakeholders to identify project requirements and define scope, deliverables, and timelines

• Conducting all new customer product trainings and following up to ensure adoption across all personas, including occasional travel to customer teams in-person across North America

• Establishing strategic relationships with multiple points of contact within each organization, and conveying Kojo’s value in a meaningful way to all key personas and users

• Checking in regularly with customers to ensure the project is progressing and they are actively using our products, striving for optimal usage patterns

• Ensuring a healthy book of business by identifying churn risk and developing strategic save plans for any customers at risk

• Synthesizing customer needs and sharing themes with the Kojo Product team in a way that maintains the customer’s perspective while also understanding the broader Kojo product roadmap

Are you a consultative project manager who thrives when they're meeting customers and providing valuable impact to the customers they are supporting? This may be a great role for you!

What you’ve accomplished:

• 3+ years working in a customer onboarding and implementation role in SaaS, software, or technology-based environment; familiarity with construction industry a plus

• Experience conducting technical product trainings, both virtually and in person

• Rapid yet personalized implementation of a software product where metrics and success are based on time to value, adoption, and revenue retention

• Ability to prioritize solving customer problems while managing a large book of business

• Strong written and verbal communication skills in front of a variety of technical and non-technical audiences

What you care about:

• Customer Obsession: You understand that what might be small things to us make a huge difference for them

• Passion: You care intensely about Kojo's success

• Impact: You are both fast-paced and detail oriented

• Innovation: You seek to understand the truth behind problems and find solutions to them

This role is remote and requires occasional travel throughout the US and Canada (approximately 2-3 trips per quarter).

Salary: Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other Kojo employees. The compensation and benefits information that we provide is based on Kojo’s good-faith estimate as of the date of the job posting and may be modified in the future.

Benefits: This position is also eligible for a new hire equity grant and all US-based full time employees are eligible for our full suite of perks and benefits. For more information about our perks and benefits, check out https://www.usekojo.com/careers.

Location: Kojo’s team members work from home 100% of the time across North and South America. If applicable, we’ll identify the travel and/or location-specific requirements of a position in the text above. Otherwise, team members can expect to work business hours congruent with their local time zone and remotely.

Inclusive Workplace: Kojo values diverse perspectives and is committed to building an inclusive workplace. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we consider for employment qualified applicants with arrest and conviction records. We strongly encourage people from underrepresented groups to apply.
Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of Kojo. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Kojo will never ask for any personal account information, such credit card details or bank account numbers, during the recruitment process.