Customer Success Manager, Mid Market

🕒 May 20

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Kojo

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

Construction • SaaS • Procurement

Kojo is a comprehensive software platform designed for trade contractors to manage procurement, tools, and inventory efficiently. It offers solutions for planning, purchasing, tracking, receiving, and paying for materials, integrating seamlessly with existing ERP and project management systems. Kojo aims to streamline operations by reducing manual data entry, improving order accuracy with AI solutions, and providing real-time updates on inventory and material costs. The platform supports various trades such as mechanical, concrete, roofing, electrical, and flooring, focusing on enhancing productivity and sustainability in construction management.

📋 Description

• 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

• 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

• 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