Kojo

Customer Success Manager

• Owning the commercial performance of your mid-market book of business across new business, renewals, upsell, and cross-sell -- with a clear focus on NRR growth and retention
• Leading the end-to-end renewal and expansion process, identifying opportunities early and executing with urgency
• Balancing a robust book of business through structured communication cadences, strong task management, and proactive usage analytics to stay ahead of churn risk
• Developing deep Kojo product expertise to recommend workflow best practices, deliver ad hoc training across all products, and represent customer needs back to the Product team
• Proactively coordinating with internal stakeholders -- Product, Sales, Onboarding, Technical Support, and executive teams -- to remove barriers to customer success
• Building and maintaining multi-threaded relationships across each account, ensuring Kojo has the right coverage at every level of the organization
• Contributing playbook learnings back to the broader CS team as we continue to sharpen our methodology for customer success at scale

Customer Success Manager, Mid Market

Sales Development Rep

• Own outbound prospecting [average is ~100 cold calls/day] into enterprise commercial construction contractors (>$75M in annual construction volume) — identifying the right accounts, mapping the right contacts, and engaging them with a point of view, not a script
• Build qualified pipeline for Account Executives by booking high-conviction discovery meetings with buyers who have a real, specific problem Kojo can solve
• Use the full modern GTM stack, including AI-powered sequencing, enrichment workflows, and call intelligence tools, to prospect smarter and surface better signal, not just higher volume
• Develop, test, and iterate on outbound plays: what messaging lands, what falls flat, and why — then bring those insights back to the sales and marketing teams to sharpen how Kojo goes to market
• Hit and exceed monthly targets for meetings held and Sales-accepted opportunities — and treat your pipeline number like a business metric, not a task list
• Become a genuine expert in commercial construction: the players, the buying dynamics, the pain points, and the moment a contractor realizes they have a problem worth solving

Enterprise Sales Development Representative

Account Executive

• Own and execute full-cycle net new sales
• Partner with Enterprise SDRs on outbound prospecting
• Run customized demos and onsite meetings
• Navigate 90-120 day sales cycles
• Represent Kojo at customer sites and industry trade shows
• Manage pipeline and forecast in Salesforce

Enterprise Account Executive

Customer Support

• Owning 30–40 customer cases per day across email, chat, and occasional phone or video (roughly 150 customer interactions per week)
• Investigating workflow and product issues by reproducing steps, reviewing customer activity in-app, and consulting Zendesk history, Slack, Jira tickets, and Notion runbooks before going back to the customer
• Diagnosing common issues such as ERP sync gaps (Spectrum, Sage 300 CRE, NetSuite), SSO redirect loops after domain migrations, AI Scanning failures on vendor invoices, and quantity discrepancies between the field and the system
• Triaging potential bugs and escalating to Technical Support and Engineering with clean repro steps, documentation, and a filed Jira ticket
• Owning tickets through to resolution with proactive customer communication and clear status updates
• Maintaining SLAs, queue health, ticket tagging, status hygiene, and end-of-day handoffs
• Spotting trends across tickets and flagging them to Support Leadership and Product so we address root causes, not just symptoms

Customer Success Manager, Mid Market

Enterprise Sales Development Representative

Enterprise Account Executive

Support Specialist