Customer Success Manager, Mid Market

Kojo

4d•Remote

About The Position

Kojo is a fast-growing construction technology company focused on transforming how commercial construction companies buy materials. They are looking for a Customer Success Manager to manage the long-term health and growth of a mid-market book of business. This role involves owning new business onboarding, renewals, upsell, cross-sell, and adoption, with a focus on Net Revenue Retention (NRR), retention, and platform usage. The Customer Success Manager will act as a trusted advisor to guide contractors in achieving their materials management goals using Kojo's products.

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.

Nice To Haves

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.

Responsibilities

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.