Customer Success Manager - OEM
•Domain Tools· 7h
🎧 Support⏰ Full-time🎯 Lead / Principal🇺🇸 USA
7h ago
Kojo·about 16 hours ago
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.
Our Enterprise Customer Onboarding Managers own the implementation and adoption outcome for Kojo's largest customers, owning scope, training, and stakeholder alignment from kickoff to go-live. Since early this year, Kojo has been at an inflection point: 600+ leading contractors across North America purchasing over $5B in materials annually on our platform, and entering our next chapter as an AI-first company. Reporting to our Manager of Customer Onboarding, you'll run point on roughly 20 concurrent implementations, working closely with our Solutions Architects, who own the technical ERP integration work during this same onboarding window. You scope it, you run it, you own the adoption.
What you’ll own:
Own a portfolio of roughly 20 concurrent implementations for Kojo's largest customers, as the one person who can speak to the whole relationship instead of simply one piece of it.
Scope each engagement's requirements, deliverables, and timeline with customer stakeholders early enough to catch a scope gap before it costs you a go-live date.
Sequence every new customer's product training by which persona needs to be live first, traveling in person across North America when the relationship calls for it.
Build relationships with every key stakeholder in a customer's organization, from field crews to the exec sponsor, so the relationship doesn't live or die with one champion.
Track usage against each account's adoption goals, and treat silence, not just a complaint, as a signal to step in.
Use AI-assisted analysis of onboarding notes, support tickets, and usage patterns (Claude, Granola, Notion, Gong) to catch customer signals and emerging themes before they surface as a roadmap request or a churn risk.
Synthesize recurring customer feedback into themes,, using AI-assisted analysis of onboarding notes and support tickets to catch patterns before they surface as a roadmap request.
This role hinges on discipline under a deadline and patience with the relationship it's attached to, in equal measure. Whether you came up through customer onboarding, technical program management, or delivery consulting, if you measure your work by whether the account went live on time and stayed live, we'd love to learn more about you.
What we're looking for
Delivery ownership: you've led customer implementations, technical programs, or consulting engagements for 3+ years, in SaaS, technology, or another delivery-driven environment (construction or another trades-adjacent industry is a plus, not required
Structured delivery discipline: a PMP, CSM, or other agile/project-management certification is a plus, not required. What matters more is that you've run a real methodology under a live deadline.
Long-cycle project management: you've led 6+ month rollouts with a wide, sometimes competing set of stakeholders, and never let the loudest voice in the room set the timeline.
Technical training delivery: you can run the same product training for engineers and for the field crew who'll actually use it, then walk a VP of Operations through the same rollout in language that fits their meeting, not yours.
Metrics-driven delivery: you measure your own success by time to value, adoption, and retention, not by accounts closed
Portfolio triage: you know which account in your book needs you today and which can wait a week
Cross-team handoff: you know exactly which questions belong to your Solutions Architect and which are yours to answer, and you don't let a customer feel the seam between the two.
Cross-functional feedback loop: you translate scattered customer requests into clear themes Product can act on, without losing the customer's original context
Travel readiness: you're comfortable with occasional in-person travel across North America when an account calls for it (likely up to 20% of the time)
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
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.
Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of Kojo. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Kojo will never ask for any personal account information, such credit card details or bank account numbers, during the recruitment process.