Onboarding Manager

It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is clear: the construction industry is at the center of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way commercial construction companies buy their materials. Join us.

Founded in 2018, Kojo is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually and we can’t live without its output - our roads, schools, hospitals, and offices. Despite this, there’s been very little innovation over the past 70 years in how materials - which constitute up to 40% of project costs - are bought and sold. This is our opportunity.

Reporting to the CS Onboarding Team Lead, our Customer Success Onboarding Managers drive early healthy product usage by providing a personalized post-sale implementation experience.

We’re looking for a Customer Success Onboarding Manager to serve as a vital bridge between the sales cycle and their eventual long-term Kojo CSM point of contact.

This role will include:

• Establishing strategic relationships with relevant points of contact within each account organization, and conveying Kojo’s value in a meaningful way to all users

• Managing new customer relationships as main Kojo point of contact during their onboarding, including a kickoff call, training, implementation, and regular syncs as needed to ensure successful results

• Driving adoption of the platform within established timeline and usage metrics

• Troubleshooting, supporting, and consulting users on Kojo best practices and workarounds

• Ensuring a healthy book of business by identifying churn risk for every customer and developing Save Plans for customers at risk

• Advocating for customer needs to Product in a way that maintains customer’s perspective while understanding the broader Kojo product roadmap

• Owning trainings for all user types across full Kojo platform: Jobsite, Office, Warehouse, and Invoicing/Payments

• Traveling for in-person implementation and training regularly (3-5 times/month)

   

We are excited for our Customer Success team to grow! An empathetic customer advocate with excellent prioritization skills and process improvement abilities will thrive at Kojo.

What you’ve accomplished:

• 3+ years working in customer-facing role in SaaS, software, or technology-based environment; familiarity with construction industry a plus

• Rapid yet personalized implementation of a software product where metrics and success are based on time to value, adoption, and revenue retention

• Ability to prioritize solving customer problems while managing a large book of business

• Autonomous ability to manage travel and logistics

• Ability to both be aware of an evolving product and influential in proposing updates to onboarding practices to support adoption of newest releases

• Strong written and verbal communication skills in front of a variety of technical and non-technical audiences

   

What you care about:

• Customer Obsession: You understand that what might be small things to us make a huge difference for them

• Passion: You care intensely about Kojo's success

• Impact: You are both fast-paced and detail oriented

• Innovation: You seek to understand the truth behind problems and find solutions to them

   

This role is entirely remote for candidates based in the United States and requires regular travel.

The base salary for this role is between $75,000 USD and $85,000 USD with an additional on-target variable compensation package. See details about compensation ranges below.

Salary: Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other Kojo employees. The compensation and benefits information that we provide is based on Kojo’s good-faith estimate as of the date of the job posting and may be modified in the future.

Benefits: 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. For more information about our perks and benefits, check out https://www.usekojo.com/careers.

Location: Kojo’s team members work from home 100% of the time across North and South America. If applicable, we’ll identify the travel and/or location-specific requirements of a position in the text above. Otherwise, team members can expect to work business hours congruent with their local time zone and remotely.

Inclusive Workplace: Kojo values diverse perspectives and is committed to building an inclusive workplace. We are proud to be an equal opportunity workplace and 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. Pursuant to the San Francisco Fair Chance Ordinance, we consider for employment qualified applicants with arrest and conviction records. We strongly encourage people from underrepresented groups to apply.

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