Kojo is hiring a Core Customer Success Manager, a high-impact, high-autonomy role where you will own the full customer lifecycle post-onboarding. You’ll be responsible for driving adoption, delivering customer outcomes, and leading all renewal and expansion efforts for your portfolio.
What You'll Do
- Own the customer relationship post-onboarding for a portfolio of ~70 accounts, delivering consistent customer value while protecting and 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 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 and expand 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.
- Maintain clean, accurate forecasts and data using Salesforce and other internal Kojo tools.
- Contribute to internal process improvements and scaling initiatives for the Core CSM motion.
What We're Looking For
- 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 or exceeding NRR/GRR goals.
- Strong commercial acumen — confident in negotiations, pricing conversations, and driving upsell.
- Experience presenting to stakeholders across a range of roles — from field-level users to executives.
- Cross-functional influence, collaborating well across Sales, Product, Onboarding, and Marketing.
- High EQ and a relationship-first mindset — builds trust fast and advocates 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.
Nice to Have
- Familiarity with the construction industry or construction technology.
Technical Stack
- Salesforce
- Stripe
- DocuSign
- Google Suite
Benefits & Compensation
- New hire equity grant
- Full suite of perks and benefits for US-based full time employees
- Compensation dependent upon experience level, skillset, market dynamics and internal equity
Work Mode
This role is open to candidates in North and South America.
Kojo is proud to be an equal opportunity workplace. We are committed to building an inclusive workplace and strongly encourage people from underrepresented groups to apply. We do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.
