Sr. Customer Success Manager
CofactrAbout the role
The Team
The Cofactr team is innovative, creative, and collaborative, with diverse professional backgrounds and a passion for solving big problems. We’re hiring team members who are energized by the opportunity to make one of the most complex challenges in the world, the global electronics supply chain, into a scalable and intuitive tool. We value transparency and trust among our team and translate this approach into our evolving product.
The Role
This role owns the entire customer lifecycle ensuring every new customer is onboarded, configured, enabled, and transacting before they ever hit a wall.
You will serve as the connective tissue across the organization, receiving the handoff from our Sales teammates and orchestrating a structured onboarding that removes friction points standing between a customer and their first purchase with Cofactr. This role requires operational rigor, a project management mindset, strong communication skills, a commercial mindset and a genuine passion for driving customer outcomes.
Key Responsibilities:
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Activation Ownership: Project manage the thorough and complete onboarding of new Cofactr customers, ensuring they are configured, enabled and meet defined activation exit criteria within a 60 - 90 day engagement window.
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GMV Acceleration: Drive initial purchasing activity and GMV for Cofactr by identifying and eliminating friction in the buying process. Continuously reinforce the value of getting fully live on the platform quickly.
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Cross-Functional Handoffs: Own the structured handoff process from Sales through onboarding, and execute a clean, well documented transition to the Customer Success Account Management team upon activation completion.
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Customer Advocacy: Act as a strategic partner and extension of your customers' teams during onboarding, conducting deep discovery to understand their workflows, pain points, and priorities, guiding them to solutions within the Cofactr platform.
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Process Development: Collaborate with leadership to build scalable, repeatable onboarding playbooks, activation checklists, and escalation paths that can grow with the business.
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Cross-Functional Collaboration: Partner closely with Sales, Product, Engineering, and Customer Success to resolve blockers, surface customer feedback, and continuously improve the onboarding experience.
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Metrics & Reporting: Track and analyze activation metrics, including time to first purchase, configuration completion rates, and GMV generated during onboarding to continuously improve outcomes.
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Knowledge & Enablement: Contribute to onboarding resources, help documentation, and training materials that empower customers to self-serve and accelerate their own activation.
What We’re Looking For:
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Experience: 4 - 7+ years of experience in customer onboarding, implementation, activation, and customer success in a B2B SaaS or technology environment
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Extra credit for supply chain, procurement, or hardware/manufacturing industry experience
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Project Management: Proven ability to manage multiple concurrent onboarding engagements with structured timelines, clear milestones, and defined exit criteria.
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Commercial Mindset: You understand that onboarding isn't just about configuration, it's about unlocking revenue. You can connect the dots be
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