Onsemble Customer Success Leader

Hajoca•San Francisco, CA

5d•Hybrid

About The Position

Onsemble is the digital innovation team within a large U.S. wholesale distributor, operating with startup autonomy and corporate scale. Our platform has strong product-market fit, with demand exceeding our current capacity. The work you lead will directly impact small and mid-sized contractors and Profit Centers that depend on us daily. We are focused on developing AI-enabled workflows for SMB contractors and wholesale distribution in the trades, aiming to create modern, AI-native software that significantly enhances the productivity, profitability, and future-readiness of real-world businesses. This role is a unique opportunity to shape this innovative software. The Onsemble Customer Success Leader is responsible for ensuring long-term customer value across the Onsemble platform. This role involves close collaboration with contractors, internal teams, and field teams across Hajoca to bridge the gap between the daily business needs of the field and Onsemble's product development and delivery. It is a hands-on leadership position focused on managing, designing, and executing the customer success strategy. The goal is to build repeatable enablement systems that save time, drive measurable gross profit growth, and foster customer loyalty.

Requirements

5 or more years of experience in Customer Success, Account Management, Sales, or Field Enablement roles.
1 or more years of experience leading a Customer Success, Sales, or GTM team.
Experience in SMB-focused software or operational tools.
Experience driving adoption in behavior-change-heavy environments.
Be comfortable discussing gross profit, margin, productivity, and operational efficiency.
Be able to tie product usage directly to measurable financial outcomes.
Possess a strong intuition for how contractor workflows translate into PC performance.
Possess strong ownership mindset – take responsibility for outcomes, not just relationships.
Have a field-first mentality — be comfortable spending time on-site at PCs and with contractors.
Demonstrate clear communications skills with the ability to align Product, Engineering, and field stakeholders.
Be able to convey technical information to a non-technical audience.
Be calm, pragmatic, and able to thrive in ambiguous and fast-moving environments.
Be able to identify and influence customer behavior changes that drive durable growth.
Be able to read, write, speak, and understand English.
Be able to add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals.

Nice To Haves

Be familiar with distribution, trades, or supply-chain businesses.
Be able to speak and understand Spanish.
Be willing and able to travel 50% of the time.

Responsibilities

Own contractor onboarding and activation across pilot and scale-up Profit Centers.
Implement strategies to drive repeat product usage, ensuring contractors transition from trial to habit.
Establish clear success metrics (orders, AOV, GP%, order frequency, lines per order, etc.) and analyze performance data to implement optimization strategies.
Identify and pursue expansion opportunities within each Hajoca Profit Center (PC) and across regions.
Translate early wins into scalable playbooks that drive consistent best-in-class results.
Partner directly with Profit Center Managers, counter teams, and Region Managers to integrate Onsemble into daily workflows.
Design and implement train-the-trainer models to empower locations to manage product adoption.
Ensure Onsemble supports Hajoca’s “BFRND” ambition — being the Best & Favorite Right Now Distributor.
Reinforce the alignment between contractor success and PC-level financial performance.
Build structured feedback loops between contractors, PCs, and internal Product, Sales, and Engineering teams.
Translate field insights into clear product priorities.
Identify friction points and areas for improvement in onboarding, search, quoting, fulfillment tracking, and integrations.
Ensure that the product solves real operational pain points, not just theoretical workflows.
Design scalable onboarding flows and enablement materials.
Build dashboards and reporting to measure activation, adoption, and ROI.
Establish clear accountability across cohorts and scale-ups.
Improve internal processes for tracking contractor engagement and Profit Center relationships.
Act with urgency and ownership in resolving customer-impacting issues.
Build and lead a high-performing Customer Success function from the ground up.
Lead, support, and develop at least one Customer Success team member, providing clear priorities, feedback, and growth opportunities.
Establish clear expectations around ownership, responsiveness, and field presence.
Create a culture that balances relationship-driven trust with metric-driven accountability.
Successfully complete required safety and compliance training programs as assigned.
Perform other reasonably related duties as assigned by immediate supervisor and other management as required.