Customer Success Manager, Mid Market

Kojo Technologies, Inc.

Job Overview

Location

Remote (United States)

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end health and growth of a mid-market book of business, driving renewals, upsells, and cross-sells with a primary focus on Net Revenue Retention (NRR) and customer retention
• Lead the full renewal and expansion cycle by identifying expansion opportunities early, executing with urgency, and ensuring timely contract renewals to minimize churn risk
• Maintain structured communication cadences with customers, leveraging proactive usage analytics to anticipate and mitigate potential churn before it occurs
• Develop deep expertise in Kojo’s suite of products to guide contractors in optimizing their materials procurement workflows, delivering tailored training sessions, and recommending best practices
• Serve as a trusted advisor to both decision-makers and end users within customer organizations, building multi-threaded relationships across all levels of the client’s team
• Collaborate cross-functionally with Onboarding, Implementation, Support, Sales, and Product teams to remove barriers to customer success and align internal resources with customer needs
• Translate customer feedback and usage patterns into actionable insights for the Product team to influence roadmap priorities and improve product-market fit
• Monitor and report on platform adoption metrics to ensure customers integrate Kojo as a core component of their procurement operations
• Contribute to and refine the broader Customer Success playbook by documenting successful strategies, sharing learnings, and scaling effective methodologies across the team
• Manage a high-volume portfolio of mid-market construction customers, balancing administrative rigor with personalized engagement to maintain consistent touchpoints
• Proactively identify and address adoption challenges by working directly with customers to overcome operational hurdles and demonstrate clear value realization
• Build trust through consistent follow-through, genuine curiosity about customers’ business models, and a deep understanding of how specialty contractors and subcontractors operate
• Utilize Salesforce, Notion, Slack, and Zoom to manage customer relationships, track progress, and coordinate with internal stakeholders efficiently
• Measure success through outcomes — not activities — prioritizing retention, usage, and NRR as the core indicators of customer health and business impact
• Act as the primary point of contact for mid-market customers, ensuring seamless experiences from onboarding through expansion and long-term adoption
• Represent the customer voice within Kojo by advocating for product improvements and feature enhancements based on direct feedback and usage trends
• Contribute to a culture of ownership by anticipating customer risks without waiting for escalation and taking initiative to resolve issues before they escalate

🎯 Requirements

• 3+ years in a customer-facing SaaS role with direct ownership of a mid-market book of business
• Proven track record managing and executing renewals and expansions independently, with measurable NRR results
• Experience in construction technology or vertical SaaS B2B is strongly preferred — familiarity with how contractors operate and buy is a meaningful differentiator
• Track record of success measured by retention, usage, and NRR — understanding what it takes to keep customers healthy and growing
• Strong communication and collaboration skills across remote and in-person settings
• Proficiency with tools including Salesforce, Notion, Slack, and Zoom

🏖️ Benefits

• Eligibility for a new hire equity grant
• Full suite of perks and benefits for US-based full-time employees
• 100% remote work across North and South America
• Opportunity to work with a fast-growing construction technology company at the center of critical infrastructure innovation

Skills & Technologies

Mid-level

Remote

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Kojo Technologies, Inc.

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About Kojo Technologies, Inc.

Kojo is a San Francisco-based construction technology company that provides cloud-based procurement and materials management software for trade contractors. The platform automates purchasing, inventory tracking, and supplier coordination to reduce project delays and material waste. By digitizing requisitions, approvals, invoicing, and delivery verification, Kojo gives field and office teams real-time visibility into spend and stock levels across jobsites. Integrations with accounting, project management, and ERP systems streamline workflows, while analytics highlight savings opportunities. Founded in 2018, Kojo serves electrical, mechanical, concrete, and other specialty contractors seeking to cut material costs and improve productivity.

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