Customer Success Manager (Remote)

Location

United States, Canada

Type

Full time

Department

Customer Success

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 professional and engaged ambassadors of Kojo in every interaction.

Responsibilities include:

• Monitoring usage and sentiment by running Quarterly Business Reviews (at minimum) with your book of business
• Establishing strategic, multi-threaded relationships with relevant points of contact within each account organization
• Expressing customer needs to Product in a way that maintains customer’s perspective while understanding the broader Kojo product roadmap
• Working collaboratively to ensure a successful post-onboarding handoff
• Accurately forecasting renewals, contractions, and churn with the renewals team to ensure predictably high NRR
• Re-engaging customers who have become non-responsive or stopped using the platform
• Representing to management when sales should be re-aligned around a customer’s qualifications or needs
• Providing product feedback internally and introducing new features to customers externally
• Conveying Kojo’s value in a meaningful way to customer decision makers and regular users alike
• Effectively training all users on Kojo’s Jobsite, Office, Warehouse, Payments, and Vendor platforms
• Troubleshooting, supporting, and consulting users on Kojo best practices and workarounds
• Occasional traveling for customer onsite visits, approximately once per quarter

About You

If you’re a results-driven CSM with an ability to effectively provide a best-in-class customer experience, 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 a plus
• Track record of success in an environment measured by usage, retention rates, and overall NPS
• Effective remote and in-person interactions with your book of business
• An ability to be an effective collaborator and influential communicator with internal and external stakeholders
• Proficiency learning and using tools such as ChurnZero, 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 Canadian or Northeast US-based candidates and requires infrequent/occasional travel.

The total compensation package, including base salary and on-target variable is between $60,000-$90,000k (base salary commensurate with experience and location).

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 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.