Sr. Customer Success Manager

Cofactr is on a mission to empower those who get the critical work done. We're bridging the gaps left by traditional supply chain management solutions, creating a seamless link between Product Lifecycle Management (PLM) and Manufacturing Execution Systems (MES) through our innovative BOM to Build Platform, specifically tailored for Hardware innovators. Our platform revolutionizes the technical hardware supply chain by ensuring it is precise, efficient, and effortlessly manageable. As a proud member of the Y Combinator W22 cohort, we've seen our revenue grow consistently, supported by substantial venture funding from esteemed VCs, including Bain Capital Ventures.
The TeamThe 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 amongst our team and translate this approach into our evolving product.
The RoleAs our Founding Customer Success Manager, you will be responsible for ensuring that our customers achieve maximum value from our products and services. With 6+ years of experience in customer service, support, implementation, and/or project management, you will be a key contributor to building our post-sales strategy and infrastructure. This is a hands-on role that requires strong relationship-building skills, problem-solving capabilities, and a deep understanding of the customer journey. You will work closely with product, sales, and support teams to deliver a seamless, positive experience and outcomes for our clients. Note that this is explicitly a hybrid Success/Support role. What you help us learn in the process of deploying this role will shape the future of the post sales organization! 

Key Responsibilities:

• Customer Onboarding & Implementation: Lead the customer onboarding process, ensuring smooth and successful product adoption. Manage the setup, training, and implementation of new customer accounts.
• Relationship Management: Serve as the primary point of contact for customers post-sale, building strong, long-term relationships to drive customer satisfaction and retention.
• Support & Troubleshooting: Provide guidance and troubleshooting support to customers, escalating technical issues when necessary and ensuring timely resolution.
• Project Management: Own and manage customer projects from initiation to completion, ensuring deliverables are met on time and within scope.
• Advocacy & Growth: Act as a trusted advisor to customers, proactively identifying opportunities for upselling, cross-selling, and expanding customer relationships.
• Customer Feedback & Insights: Gather feedback from customers to help shape the development of our product roadmap, ensuring the voice of the customer is heard across the organization.
• Internal Collaboration: Work closely with the product, sales, and marketing teams to ensure a seamless, integrated experience for customers and contribute to the improvement of customer success processes.

What We’re Looking For:

• 6+ years of experience in customer success, customer service, customer support, account management, or a related post-sales role.
• Experience in supply chain, logistics, or procurement technologies is strongly preferred, as our product suite caters to customers in these industries.
• Proven experience in customer service, support, implementation, and/or project management, with a demonstrated ability to manage complex customer needs.
• Strong problem-solving skills and the ability to effectively handle customer concerns, driving resolutions that lead to customer satisfaction.
• Excellent communication and interpersonal skills, with the ability to build relationships and collaborate across teams.
• Ability to work independently in a fast-paced, dynamic environment.
• Comfortable working with early-stage companies and contributing to building out processes and systems that scale.
• Experience with common post sales technologies (SFDC, Gainsight, ZenDesk, etc)
• A customer-centric mindset with a passion for delivering exceptional service and results.

Why Join Us:

• High Impact: As the first hire in this function, you will have a direct and lasting impact on our customer experience and success.
• Growth Opportunity: Work closely with the leadership team to shape and scale the customer success function as the company grows.
• Innovative Culture: Be part of a collaborative, agile, and innovative team where your ideas and contributions matter.
• Career Development: Access to mentorship, trai