Kojo

Customer Success Manager

• Owning a strategic book of business (high ARR, multi-location, or complex operational customers) and driving renewals, retention, and account health
• Developing strong relationships with operational stakeholders, end users, and executive decision-makers across subcontracting businesses
• Leading onboarding handoffs, product education, ongoing QBRs, and expansion conversations
• Proactively identifying risk signals, troubleshooting issues, and driving internal alignment to resolve challenges quickly
• Using product data and customer insights to drive adoption and help customers reach measurable outcomes
• Partnering closely with Product to surface feedback, influence roadmaps, and advocate for customer-impacting improvements
• Supporting internal initiatives, coaching junior CSMs, and helping shape best practices for the Core CS team

Senior Customer Success Manager

• Own the customer relationship post-onboarding for a portfolio of ~70 accounts, delivering consistent customer value while protecting/growing ARR
• Own a quarterly renewal and expansion target, expertly navigating pricing conversations, scope changes, upsell opportunities, and contract execution
• Act as the trusted advisor for your customers, aligning Kojo’s value to each customer’s evolving business goals
• Lead regular business reviews and strategic touchpoints, including executive check-ins and Annual Business Reviews
• Monitor product adoption and usage signals, proactively spotting risks and acting decisively to retain/expand your accounts.
• Guide customers through change management, onboarding new teams or locations, and rolling out new modules or workflows
• Champion customer feedback and partner cross-functionally with Product, Support, Marketing and Engineering to improve the customer experience and execute on feedback loops
• Maintain clean, accurate forecasts and data using Salesforce and other internal Kojo tools, leading to scalable, repeatable success and an interdepartmental single source of truth
• Contribute to internal process improvements and scaling initiatives for the Core CSM motion

Core Customer Success Manager

Accounts Payable

• Own the AP integrations roadmap, delivering seamless connections with ERP/accounting platforms (NetSuite, SAP, QuickBooks)
• Define and track AP-specific metrics: invoice cycle times, payment accuracy, vendor adoption, and workflow efficiency
• Partner with Engineering, Finance, CS, and Sales to ensure a frictionless, high-quality AP experience for buyers and suppliers
• Translate complex AP workflows into clear user stories and product requirements
• Drive cross-functional alignment to prioritize initiatives that maximize value for customers and the business
• Act as the voice of AP users, conducting research and validating assumptions to ensure we’re solving the right problems

Product Manager, Accounts Payable

Solutions Engineer

• Leading Enterprise customers directly through the Kojo integration configuration which powers their most critical workflows
• Serving as the technical subject matter expert on ERP integrations throughout the customer journey, from pre-sales design through implementation and ongoing optimization
• Developing thorough understanding of the functionality and use cases for Kojo’s interactions with the common ERPs used by Kojo’s customers (Sage, Vista, Quickbooks, Spectrum, ComputerEase, etc.)
• Creating scalable resources and best practices that enable both customers and internal teams to succeed and scale independently Working closely with Customer Success, Sales, Engineering and Product teams to design and implement integration-related workflow solutions for customers
• Influencing Kojo’s product roadmap by representing integration needs and opportunities gathered from Enterprise engagements

Senior Solutions Architect

• Lead the implementation process for Kojo’s largest customers as their main Kojo point of contact, including planning calls, product trainings, and regular engagement
• Support ~20 concurrent implementation projects ensuring personalized, hands-on experience for new customers
• Conduct meetings and consultations with stakeholders to identify project requirements, define scope, deliverables, and timelines
• Conduct all new customer product trainings and follow up to ensure adoption across all personas, both virtually and in person
• Establish strategic relationships with multiple points of contact within each organization and convey Kojo’s value to key personas and users
• Check in regularly with customers to ensure project progress and active product usage, striving for optimal usage patterns
• Identify churn risk and develop strategic save plans for customers at risk
• Synthesize customer needs and share themes with the Kojo Product team while maintaining the customer perspective

Senior Customer Success Manager

Core Customer Success Manager

Product Manager, Accounts Payable

Senior Solutions Architect

Customer Success Manager – Onboarding, Enterprise