Kojo

Customer Success Manager – Onboarding, Mid-Market

Kojo

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $65,000 - $80,000 per year

About the role

  • Leading the implementation process for Kojo’s customers quickly and with a high degree of responsiveness and service, as their main Kojo point of contact, including planning calls, product trainings, and regular engagement as needed to ensure successful results
  • Effectively supporting ~20 concurrent implementation projects, ensuring all new Kojo customers receive a personalized and hands-on experience
  • Conducting meetings and consultations with stakeholders to identify project requirements and define scope, deliverables, and timelines
  • Conducting all new customer product trainings and following up to ensure adoption across all personas, including occasional travel to customer teams in-person across North America
  • Establishing strategic relationships with multiple points of contact within each organization, and conveying Kojo’s value in a meaningful way to all key personas and users
  • Checking in regularly with customers to ensure the project is progressing and they are actively using our products, striving for optimal usage patterns
  • Ensuring a healthy book of business by identifying churn risk and developing strategic save plans for any customers at risk
  • Synthesizing customer needs and sharing themes with the Kojo Product team in a way that maintains the customer’s perspective while also understanding the broader Kojo product roadmap

Requirements

  • 3+ years working in a customer onboarding and implementation role in SaaS, software, or technology-based environment; familiarity with construction industry a plus
  • Experience conducting technical product trainings, both virtually and in person
  • Rapid yet personalized implementation of a software product where metrics and success are based on time to value, adoption, and revenue retention
  • Ability to prioritize solving customer problems while managing a large book of business
  • Strong written and verbal communication skills in front of a variety of technical and non-technical audiences.
Benefits
  • Eligible for a new hire equity grant
  • Full suite of perks and benefits for US-based full-time employees

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer onboardingimplementationtechnical product trainingSaaSsoftwaretechnology-based environmentmetricsrevenue retentionadoptionproject management
Soft skills
responsivenesscustomer servicecommunicationproblem solvingrelationship buildingstakeholder engagementpersonalizationprioritizationconsultationsynthesis