Customer Success Manager, Strategic Accounts

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.

We are looking for an experienced project manager who understands our larger, strategic customers’ goals, starting in pre-sales all the way through post-sales onboarding and adoption to retention, satisfaction, and reliable renewals.

This person coordinates both internal teams and customer stakeholders to contextualize the customers needs and asks, set expectations, and hold cross-functional stakeholders accountable to deliver work for our customers on time

This role will include:

• Developing a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging our solution to realize the highest value with increased adoption, usage, and satisfaction

• Participating in key pre-Sales meetings to understand enterprise customer needs and wants, set expectations, and formulate potential post-sales implementation plans

• Managing all post-Sales activity for enterprise customers through strong multi-threaded relationship building, product knowledge and training, implementation planning and project managing execution across cross-functional teams

• Ensuring that every enterprise customer has a plan is in place for deployment, change management and adoption of Kojo’s products

• Identifying and communicating customer’s pain points and enhancement requests to Product and Engineering, partnering with them to prioritize and communicate timelines back to the customer

• Increasing customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes

• Tracking accounts to identify churn risk and work actively to eliminate that risk

• Reporting internally and externally on customers project progress, usage, and health metrics

• Maintaining a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs

• Proactively identifying risks and collaborating closely with team members to address all issues to assure fast resolution and high customer satisfaction

• Developing and sharing best practices with team members to continually improve the quality, effectiveness, and efficiency of our Customer Success processes

If you are a curious, thoughtful Customer Success Manager excited about the unique opportunity to drive excellent outcomes for our largest, strategic customers, apply below!

What you’ve accomplished:

• 5+ years in customer success, at least 2 in enterprise or upmarket customer success management

• Experience with effectively managing multiple stakeholders across internal teams and within your book of business 

• A deep customer-centric curiosity that has allowed you to learn quickly on the job

• Demonstrated experience with project management

• Reliable use of sound judgment to assess risk and implement solutions

• Ability to communicate your ideas in a well-structured, data-informed way

• Successful collaboration with Product Managers, engineers, designers, support, and other stakeholders

What you care about:

• Innovation: You seek to understand the truth behind problems and find solutions to them

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

• Impact: You prioritize rigorously and accomplish amazing amounts of important work

• Accountability: You are motivated by having the space to make your best judgments about what should be done and how to do it 

The total compensation package, including base salary and on-target variable is between $105,000-$140,000 CAD (base salary commensurate with experience). The role is remote with less than 15% travel required. See details about compensation ranges below.

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 time across North and South America. If applicable, we’ll identify the travel and/or location-specific requirements of a position in the text above. Otherwise, team members can expect to work business hours congruent with their local time zone and remotely.

Inclusive Workplace: Kojo values diverse perspectives and is committed to building an inclusive workplace. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we consider for employment qualified applicants with arrest and conviction records. We strongly encourage people from underrepresented groups to apply.
Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of Kojo. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Kojo will never ask for any personal account information, such credit card details or bank account numbers, during the recruitment process.