Senior Customer Success Manager
Kojo
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $85,000 - $105,000 per year
Job Level
Senior
About the role
- 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
Requirements
- 5-6+ years in Customer Success or Account Management, preferably in SaaS
- Experience owning renewals, account health, retention metrics, and a large book of business
- Track record of driving product adoption, solving customer problems, and getting customers to measurable outcomes
- Strong communication and relationship-building skills — comfortable working with both executives and day-to-day users
- Exceptional organizational and prioritization skills across a dynamic and varied customer portfolio
- Experience running QBRs, strategic conversations, and expansion opportunity identification
- Analytical mindset with the ability to interpret data, spot trends, and make recommendations
- Experience supporting complex workflows, operational customers, or multi-stakeholder environments
- Bonus points for experience in construction, supply chain, logistics, or field operations
- 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.
Benefits
- Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other Kojo employees.
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementSaaSRenewalsRetention metricsProduct adoptionData interpretationQBRsOperational workflowsComplex customer environments
Soft skills
CommunicationRelationship-buildingOrganizational skillsPrioritizationAnalytical mindsetProblem-solvingCoachingCustomer obsessionInnovationImpact