Cofactr

Customer Success Manager

• 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.
• 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.
• 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.
• 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.
• Collaborate with leadership to build scalable, repeatable onboarding playbooks, activation checklists, and escalation paths that can grow with the business.
• Partner closely with Sales, Product, Engineering, and Customer Success to resolve blockers, surface customer feedback, and continuously improve the onboarding experience.
• Track and analyze activation metrics, including time to first purchase, configuration completion rates, and GMV generated during onboarding to continuously improve outcomes.
• Contribute to onboarding resources, help documentation, and training materials that empower customers to self-serve and accelerate their own activation.

Senior Customer Success Manager