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