Customer Success Manager, Onboarding - Mid-Market

Kojo

2d • Remote

About The Position

The Mid-Market Onboarding Customer Success Manager will lead our mid-to-large market customers to successful adoption and long-term success with the Kojo platform by coordinating and delivering strategic implementation plans that meet customer business needs. This role will ensure continuous strategic alignment across teams and with customer contacts, and provide customized solutions to ensure a seamless customer experience.
The Onboarding CSM must be an excellent project manager of their book of business and committed to seeing our customers adopt and succeed on our platform.
Are you a consultative project manager who thrives when they're meeting customers and providing valuable impact to the customers they are supporting? This may be a great role for you!

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

Responsibilities

• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees