Core Customer Success Manager

Kojo

4d•Remote

About The Position

It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is clear: the construction industry is at the center of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way commercial construction companies buy their materials. Join us. Founded in 2018, Kojo is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually and we can’t live without its output - our roads, schools, hospitals, and offices. Despite this, there’s been very little innovation over the past 70 years in how materials - which constitute up to 40% of project costs - are bought and sold. This is our opportunity. We’re looking for a driven, strategic Core Customer Success Manager (CSM) to join Kojo and own a critical segment of our customer base. This is a high impact, high autonomy role for a strategic relationship builder owning the full lifecycle of your accounts post-onboarding. This person will drive adoption, deliver customer outcomes, and lead all renewal and expansion efforts. As a Core CSM, you’ll manage a portfolio of ~70 accounts, representing $1.5M–$2M in Annual Recurring Revenue (ARR). You won’t be responsible for onboarding (we have a dedicated team for that), but once a customer is live, you’ll be their trusted partner and go-to advisor throughout their journey with Kojo. This is a high-impact role for someone excited to blend product knowledge, relationship management, and commercial ownership to help our customers thrive.

Requirements

3–6+ years in a customer-facing SaaS role (CSM, Account Manager, Renewals Manager, etc.)
Direct experience owning renewals and expansion quotas, with a proven track record of hitting/exceeding NRR/GRR goals, ideally in a high-volume or mid-market environment
Strong commercial acumen — you’re confident in negotiations, pricing conversations, and driving upsell
Experience presenting to stakeholders across a range of roles — from field-level users to executives. You understand how to navigate complex customer orgs, align said stakeholders, and connect product value to business outcomes
Cross-functional influence, you collaborate well across Sales, Product, Onboarding, and Marketing to drive results
High EQ and a relationship-first mindset — you build trust fast and advocate for both customer and company outcomes
Familiarity with Salesforce, Stripe, DocuSign, and Google Suite
Strong written and verbal communication skills with the ability to synthesize and share insights clearly
Organized and self-directed, with a bias toward action and continuous improvement

Nice To Haves

familiarity with the construction industry or construction technology

Responsibilities

Own the customer relationship post-onboarding for a portfolio of ~70 accounts, delivering consistent customer value while protecting/growing ARR
Own a quarterly renewal and expansion target, expertly navigating pricing conversations, scope changes, upsell opportunities, and contract execution
Act as the trusted advisor for your customers, aligning Kojo’s value to each customer’s evolving business goals
Lead regular business reviews and strategic touchpoints, including executive check-ins and Annual Business Reviews
Monitor product adoption and usage signals, proactively spotting risks and acting decisively to retain/expand your accounts.
Guide customers through change management, onboarding new teams or locations, and rolling out new modules or workflows
Champion customer feedback and partner cross-functionally with Product, Support, Marketing and Engineering to improve the customer experience and execute on feedback loops
Maintain clean, accurate forecasts and data using Salesforce and other internal Kojo tools, leading to scalable, repeatable success and an interdepartmental single source of truth
Contribute to internal process improvements and scaling initiatives for the Core CSM motion

Benefits

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.

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