Onsemble Customer Success Leader

Hajoca • San Francisco, CA

38d

About The Position

The Onsemble Customer Success Leader ensures long-term customer value across the Onsemble platform. Partnering closely with contractors, internal teams, and field teams across Hajoca, they bridge the gap between the everyday business needs of the field and how we build and deliver our product at Onsemble.

This hands-on leadership role manages, designs, and executes our customer success strategy, building repeatable enablement systems that save time and drive measurable gross profit growth and 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.
• Demonstrate business and financial acumen:
• 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.
• Function as a leader:
• 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

• Promote Customer Activation & Growth
• Own contractor onboarding and activation across pilot and scale-up Profit Centers.
• Implement strategies to drive repeat product usage, ensuring contractors move from trial to habit.
• Establish clear success metrics (orders, AOV, GP%, order frequency, lines per order, etc.).
• Analyze performance data and implement appropriate strategies for optimization.
• 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.
• Enable Hajoca Profit Centers
• Partner directly with Profit Center Managers, counter teams, and Region Managers to embed Onsemble into daily workflows.
• Design and implement train-the-trainer models that empower locations to own product adoption.
• Ensure Onsemble supports Hajoca’s “BFRND” ambition — being the Best & Favorite Right Now Distributor.
• Reinforce alignment between contractor success and PC-level financial performance.
• Represent the Voice of the Customer & Enable Feedback Loops
• Build structured feedback loops between contractors, PCs, and internal Product, Sales, and Engineering teams.
• Translate field insight into clear product priorities.
• Identify friction points and areas for improvement in onboarding, search, quoting, fulfillment tracking, and integrations.
• Ensure we are solving real operational pain — not theoretical workflows.
• Ensure Success & Operational Excellence
• Design scalable onboarding flows and enablement materials.
• Build dashboards and reporting that 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.
• Lead a Team
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed