Customer Success Manager

Summary

Join Kojo, a fast-growing construction technology company, as a Core Customer Success Manager (CSM) and own a critical segment of our customer base. This high-impact role offers high autonomy and requires managing a portfolio of approximately 70 accounts, representing $1.5M–$2M in ARR. You will drive adoption, deliver customer outcomes, and lead renewal and expansion efforts. As a trusted partner, you will guide customers through their journey, act as their advisor, and champion customer feedback. This role blends product knowledge, relationship management, and commercial ownership to help customers thrive. The position is remote and open to candidates in the US or Canada, with occasional travel required.

Requirements

• 3–6+ years in a customer-facing SaaS role (CSM, Account Manager, Renewals Manager, etc.)
• Direct experience owning renewals and expansion quotas, with a proven track record of hitting/exceeding NRR/GRR goals, ideally in a high-volume or mid-market environment
• Strong commercial acumen — you’re confident in negotiations, pricing conversations, and driving upsell
• Experience presenting to stakeholders across a range of roles — from field-level users to executives. You understand how to navigate complex customer orgs, align said stakeholders, and connect product value to business outcomes
• Cross-functional influence, you collaborate well across Sales, Product, Onboarding, and Marketing to drive results
• High EQ and a relationship-first mindset — you build trust fast and advocate for both customer and company outcomes
• Familiarity with Salesforce, Stripe, DocuSign, and Google Suite
• Strong written and verbal communication skills with the ability to synthesize and share insights clearly
• Organized and self-directed, with a bias toward action and continuous improvement

Responsibilities

• Own the customer relationship post-onboarding for a portfolio of ~70 accounts, delivering consistent customer value while protecting/growing ARR
• Own a quarterly renewal and expansion target, expertly navigating pricing conversations, scope changes, upsell opportunities, and contract execution
• Act as the trusted advisor for your customers, aligning Kojo’s value to each customer’s evolving business goals
• Lead regular business reviews and strategic touchpoints, including executive check-ins and Annual Business Reviews
• Monitor product adoption and usage signals, proactively spotting risks and acting decisively to retain/expand your accounts
• Guide customers through change management, onboarding new teams or locations, and rolling out new modules or workflows
• Champion customer feedback and partner cross-functionally with Product, Support, Marketing and Engineering to improve the customer experience and execute on feedback loops
• Maintain clean, accurate forecasts and data using Salesforce and other internal Kojo tools, leading to scalable, repeatable success and an interdepartmental single source of truth
• Contribute to internal process improvements and scaling initiatives for the Core CSM motion

Preferred Qualifications

Familiarity with the construction industry or construction technology

Benefits

• Total Compensation Range: $85,000 – $100,000 local currency (Includes base salary + on-target variable; final offer based on experience and location)
• This role is remote and open to candidates in the US or Canada
• Occasional travel may be required (e.g., team offsites or strategic customer visits)
• 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
• Kojo’s team members work from home 100% of the time across North and South America