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KOJO · 1 week ago

Core Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$75K/yr - $85K/yr

3+ years exp

Kojo is one of the fastest-growing construction technology companies, focused on transforming how commercial construction companies buy their materials. The Core Customer Success Manager will manage a portfolio of accounts post-onboarding, ensuring customer value and driving adoption, renewals, and expansions.

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Responsibilities

Own the customer relationship post-onboarding for a portfolio of ~70 accounts, delivering consistent customer value while protecting/growing ARR

Own a quarterly renewal and expansion target, expertly navigating pricing conversations, scope changes, upsell opportunities, and contract execution

Act as the trusted advisor for your customers, aligning Kojo’s value to each customer’s evolving business goals

Lead regular business reviews and strategic touchpoints, including executive check-ins and Annual Business Reviews

Monitor product adoption and usage signals, proactively spotting risks and acting decisively to retain/expand your accounts

Guide customers through change management, onboarding new teams or locations, and rolling out new modules or workflows

Champion customer feedback and partner cross-functionally with Product, Support, Marketing and Engineering to improve the customer experience and execute on feedback loops

Maintain clean, accurate forecasts and data using Salesforce and other internal Kojo tools, leading to scalable, repeatable success and an interdepartmental single source of truth

Contribute to internal process improvements and scaling initiatives for the Core CSM motion

Qualification

Customer Success ManagementCommercial AcumenRenewals ManagementSalesforceCross-functional CollaborationHigh EQConstruction Industry KnowledgeCommunication SkillsOrganizational Skills

Required

3–6+ years in a customer-facing SaaS role (CSM, Account Manager, Renewals Manager, etc.)

Direct experience owning renewals and expansion quotas, with a proven track record of hitting/exceeding NRR/GRR goals, ideally in a high-volume or mid-market environment

Strong commercial acumen — you're confident in negotiations, pricing conversations, and driving upsell

Experience presenting to stakeholders across a range of roles — from field-level users to executives. You understand how to navigate complex customer orgs, align said stakeholders, and connect product value to business outcomes

Cross-functional influence, you collaborate well across Sales, Product, Onboarding, and Marketing to drive results

High EQ and a relationship-first mindset — you build trust fast and advocate for both customer and company outcomes

Familiarity with Salesforce, Stripe, DocuSign, and Google Suite

Strong written and verbal communication skills with the ability to synthesize and share insights clearly

Organized and self-directed, with a bias toward action and continuous improvement