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Kojo · 1 day ago

Customer Success Manager, Onboarding - Mid-Market

United States

Full-time

Remote

Mid Level

$65K/yr - $80K/yr

3+ years exp

Kojo is one of the fastest-growing construction technology companies, focused on transforming the materials purchasing process in the commercial construction industry. The Mid-Market Onboarding Customer Success Manager will lead implementation projects to ensure customer adoption and success with the Kojo platform, providing personalized support and strategic solutions.

ConstructionLogisticsProcurementSaaSSoftwareSupply Chain Management

Work & Life Balance

Responsibilities

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

Qualification

Customer onboardingTechnical product trainingProject managementSaaS experienceCommunication skills

Required

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