Customer Success Manager, Mid Market

About Kojo 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. We're looking for a Customer Success Manager to own the long-term health and growth of a mid-market book of business. This is a full-ownership role: you'll manage new business onboarding, renewals, upsell, cross-sell, and adoption -- and you'll be measured on the outcomes that matter most, including NRR, retention, and platform usage. You'll serve as a trusted advisor to decision-makers and end users alike, guiding contractors to achieve their materials management goals through Kojo's suite of products. About the Role Success in this role looks like a healthy, growing book of business -- customers renewing and expanding, actively using Kojo as a core part of their procurement workflow, and becoming advocates for the product within their organizations. You'll report to the Senior Manager of Customer Success and collaborate closely with teammates across Onboarding, Implementation, Support, Sales, and Product. This role will include: Owning the commercial performance of your mid-market book of business across new business, renewals, upsell, and cross-sell -- with a clear focus on NRR growth and retention Leading the end-to-end renewal and expansion process, identifying opportunities early and executing with urgency Balancing a robust book of business through structured communication cadences, strong task management, and proactive usage analytics to stay ahead of churn risk Developing deep Kojo product expertise to recommend workflow best practices, deliver ad hoc training across all products, and represent customer needs back to the Product team Proactively coordinating with internal stakeholders -- Product, Sales, Onboarding, Technical Support, and executive teams -- to remove barriers to customer success Building and maintaining multi-threaded relationships across each account, ensuring Kojo has the right coverage at every level of the organization Contributing playbook learnings back to the broader CS team as we continue to sharpen our methodology for customer success at scale About You Our ideal candidate is a builder and a collaborator -- someone who figures things out independently but knows when to pull in the right people. You're at home working with specialty contractors and subcontractors, and you understand that earning trust in this industry takes consistency and genuine curiosity, not a polished pitch. You see AI as a tool you're already using, not a trend you're watching. What you’ve accomplished: 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 in this role Track record of success measured by retention, usage, and NRR -- you know 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 What you care about: Ownership: You treat your book of business like it's yours. You don't wait to be told when a customer is at risk -- you see it coming and act before it becomes a problem. Customer partnership: You're genuinely curious about how your customers operate, what success means to them, and what's standing in their way. You build trust by showing up consistently and following through. Impact: You think in outcomes, not activities. Retention, NRR, and adoption aren't just metrics you report -- they're the scorecard you hold yourself to every day. Working at Kojo 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.