Customer Success Manager

About Kojo

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.

About the Role

Our Core CSMs ensure the long term health of our customers and serve as trusted advisors in every interaction, leading customer decision makers and users to successfully achieve their materials management business goals through their use of Kojo’s suite of products.

Responsibilities include:

• Leading the commercial engagement of assigned book of business, ensuring customers are seeing successful business outcomes through their adoption of the Kojo platform

• Managing the end-to-end renewal and upsell process to maximize NRR  

• Balancing the competing priorities of a robust midmarket book of business through effective task management, structured customer communication cadence, and strong usage analytics skills to monitor customer health. 

• Commanding and demonstrating deep Kojo product expertise as needed to recommend workflow best practices, conduct ad hoc training across all products, and to facilitate user feedback and recommendations between customer and Kojo product team.

• Proactively coordinating with and mobilizing internal and external stakeholders to remove barriers to success, including Kojo Product, Sales, Onboarding, Technical Support and executive teams

• Maintaining strategic, multi-threaded relationships with relevant points of contact within each account organization

• Contributing knowledge and learnings back to the Core CSM and Customer Success organization as a whole as we continue to evolve our playbooks and prescriptive methodology for success

About You

If you’re a results-driven CSM with the proven ability to deliver best-in-class customer outcomes, apply with us!

What you've accomplished:

• 3+ years working in customer-facing role in SaaS, software, or technology-based environment; Familiarity with construction industry and/or Accounting ERPs a plus

• Proven experience in managing and executing customer renewals independently, with a strong track record of successfully renewing and expanding a midmarket book of business

• Track record of success in an environment measured by usage, retention rates, and overall NPS

• Influential collaboration and communication with internal and external stakeholders through remote and in-person interactions

• Proficiency learning and using tools such as Salesforce, Notion, Slack, and Zoom

What you care about:

Customer Obsession: You care deeply about our customers and seek to understand their pain

Innovation: You look for 10x solutions and are determined to transform the industry

Impact: You prioritize rigorously and are both fast-paced and detail oriented

This role is entirely remote for US and Canada-based candidates (East Coast strongly preferred) and requires occasional travel.

The total compensation package, including base salary and on-target variable is between $85,000-$115,000, commensurate with experience.

Working at Kojo

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 t