Customer Success Manager, Mid Market

Kojo

Customer Success Manager at Kojo handling mid-market accounts and renewals, focusing on NRR and retention. Collaborating across teams to ensure customer success and adoption of Kojo products.

Posted 5/20/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

3+ years in a customer-facing SaaS role, with direct ownership of a mid-market book of business
Proven track record managing and executing renewals and expansions independently, with measurable NRR results
Experience in construction technology or vertical SaaS B2B is strongly preferred -- familiarity with how contractors operate and buy is a meaningful differentiator in this role
Track record of success measured by retention, usage, and NRR -- you know what it takes to keep customers healthy and growing
Strong communication and collaboration skills across remote and in-person settings
Proficiency with tools including Salesforce, Notion, Slack, and Zoom

Benefits

Comp & perks

This position is also eligible for a new hire equity grant
all US-based full time employees are eligible for our full suite of perks and benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successrenewals managementexpansion executionusage analyticsworkflow best practicestask managementSaaSretention strategiesB2B salesvertical SaaS

Soft Skills

communication skillscollaboration skillsrelationship buildingproactive problem solvingurgencystructured communicationteam coordinationcustomer advocacyadaptabilityleadership