Customer Success Manager

Summary

Join Kojo, a fast-growing construction technology company, as an experienced Project Manager. You will coordinate internal teams and customer stakeholders, building trusted advisor relationships to drive product adoption and ensure maximum value for our largest, strategic customers. Responsibilities include participating in pre-sales meetings, managing post-sales activities, ensuring deployment plans are in place, identifying customer pain points, increasing customer retention, and reporting on project progress. You will also proactively identify risks, collaborate with team members, and share best practices. This remote role requires less than 15% travel and offers a competitive compensation package between $105,000-$140,000.

Requirements

• 5+ years in customer success, at least 2 in enterprise or upmarket customer success management
• Experience with effectively managing multiple stakeholders across internal teams and within your book of business
• A deep customer-centric curiosity that has allowed you to learn quickly on the job
• Demonstrated experience with project management
• Reliable use of sound judgment to assess risk and implement solutions
• Ability to communicate your ideas in a well-structured, data-informed way
• Successful collaboration with Product Managers, engineers, designers, support, and other stakeholders

Responsibilities

• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging our solution to realize the highest value with increased adoption, usage, and satisfaction
• Participate in key pre-Sales meetings to understand enterprise customer needs and wants, set expectations, and formulate potential post-sales implementation plans
• Manage all post-Sales activity for enterprise customers through strong multi-threaded relationship building, product knowledge and training, implementation planning and project managing execution across cross-functional teams
• Ensure that every enterprise customer has a plan is in place for deployment, change management and adoption of Kojo’s products
• Identify and communicate customer’s pain points and enhancement requests to Product and Engineering, partnering with them to prioritize and communicate timelines back to the customer
• Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
• Track accounts to identify churn risk and work actively to eliminate that risk
• Report internally and externally on customers project progress, usage, and health metrics
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Proactively identify risks and collaborating closely with team members to address all issues to assure fast resolution and high customer satisfaction
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our Customer Success processes

Preferred Qualifications

• Innovation: You seek to understand the truth behind problems and find solutions to them
• Customer Obsession: You care deeply about our customers and seek to understand their pain
• Impact: You prioritize rigorously and accomplish amazing amounts of important work
• Accountability: You are motivated by having the space to make your best judgments about what should be done and how to do it

Benefits

• The total compensation package, including base salary and on-target variable is between $105,000-$140,000 (base salary commensurate with experience)
• The role is remote with less than 15% travel required
• 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