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Manager of Customer Onboarding



Customer Service
United States
Posted on Thursday, May 9, 2024

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 an impactful Manager of Customer Onboarding to act as a key cross-functional stakeholder and escalation resource to ensure successful go-lives across all customer segments. This role will report to the VP of Customer Success and manage a team of Onboarding Managers.

About the Role

In this role, you’ll lead a team providing an exceptional customer experience for every Kojo user to ensure clear and prompt realization of product value. You’ll drive implementation excellence and improve upon the Kojo experience.

This role will include:

  • Owning the processes and playbooks that drive the onboarding, implementation, and training of Kojo customers

  • Providing direct, hands-on oversight of customer engagements by developing project plans and schedules and leading a high-performing team of Onboarding Customer Success Managers

  • Understanding, delivering, and continuously improving upon the Kojo methodology for driving successful customer implementations

  • Managing the paid services business: researching and developing new paid services offerings to meet the needs of the market and to optimize the satisfaction and retention of Kojo customers

  • Coordinating and communicating the customer onboarding strategy and offerings with sales, customer success, product teams and other stakeholders

  • Building strong cross-functional relationships with Kojo Product and Engineering to help surface and collaboratively solve common implementation barriers

  • Maintaining reporting on utilization, revenue, team capacity, volume of project work, and future needs to inform the strategic direction of the department

About You

A savvy implementation or professional services leader with people management experience and passion for driving successful customer outcomes will thrive in this role! If this is you, apply with us!

What you’ve accomplished:

  • Minimum 2+ years of demonstrated management and leadership experience, preferably in a SaaS Professional Services environment

  • Minimum 5+ years of ERP software implementation experience, preferably in the construction, manufacturing or industrial sector

  • Passion about delivering exceptional customer experiences and driving change and innovation

  • Excellent organizational and project management skills, and a knack for removing customer blockers or barriers to achieve project success

  • Strong written and verbal communication and presentation skills

  • Experience directly leading customer engagements, and a willingness to travel to meet with customers occasionally in this role

What you care about:

  • Accountability: You establish clear next steps and do what you say you’ll do, and hold others accountable to meeting their commitments

  • Growth: You are excited by problems because they’re opportunities for improvement

  • Customer Obsession: You understand that driving success for our customers leads to success in our business

This role is remote for candidates in the US. The salary range for this role is between $125,000 and $160,000 inclusive of both base salary and variable compensation, base salary is commensurate with experience. The role requires minimal/occasional travel (~2-3x quarterly). See details about compensation ranges below.

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.