Senior Customer Success Manager

Kojo; Canada; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading construction technology company in Canada is seeking a Senior Customer Success Manager to drive customer adoption and retention. The role involves managing high-value customer relationships and expanding product usage. Ideal candidates have 5+ years in customer success or account management, preferably in a SaaS environment. The position is remote, allowing flexibility across North and South America. Join a team dedicated to transforming the construction industry.

Benefits

New hire equity grant

Full suite of benefits

Qualifications

• Proven track record of owning renewals and account health.
• Experience driving product adoption and solving customer problems.
• Strong organizational skills across varied customer portfolios.

Responsibilities

• Drive renewals and retention in a strategic book of business.
• Develop relationships with stakeholders and decision-makers.
• Lead onboarding, education, and ongoing customer success efforts.

Skills

Customer success

Account management

Relationship building

Communication skills

Analytical mindset

Education

5-6+ years in Customer Success or Account Management

Experience in SaaS

Job description

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 amazing Senior Customer Success Manager who will take full ownership of high-value customer relationships, drive adoption and retention across a large, strategic book of business, and serve as a trusted advisor to leaders in the construction space. You’ll report to the Director of Customer Success and collaborate closely with teammates across Product, Support, Sales, and Implementation to ensure every customer unlocks the full value of Kojo.

About the Role

This role will include

• Owning a strategic book of business (high ARR, multi-location, or complex operational customers) and driving renewals, retention, and account health

• Developing strong relationships with operational stakeholders, end users, and executive decision-makers across subcontracting businesses

• Leading onboarding handoffs, product education, ongoing QBRs, and expansion conversations

• Proactively identifying risk signals, troubleshooting issues, and driving internal alignment to resolve challenges quickly

• Using product data and customer insights to drive adoption and help customers reach measurable outcomes

• Partnering closely with Product to surface feedback, influence roadmaps, and advocate for customer-impacting improvements

• Supporting internal initiatives, coaching junior CSMs, and helping shape best practices for the Core CS team

About You

A proactive, customer-obsessed, and strategically-minded candidate will thrive in this role! If you’re excited about helping subcontractors modernize their operations, advising customers on best practices, and shaping the future of construction tech, apply with us — we’d love to hear from you!

What you’ve accomplished

• 5-6+ years in Customer Success or Account Management, preferably in SaaS

• Experience owning renewals, account health, retention metrics, and a large book of business

• Track record of driving product adoption, solving customer problems, and getting customers to measurable outcomes

• Strong communication and relationship-building skills — comfortable working with both executives and day-to-day users

• Exceptional organizational and prioritization skills across a dynamic and varied customer portfolio

• Experience running QBRs, strategic conversations, and expansion opportunity identification

• Analytical mindset with the ability to interpret data, spot trends, and make recommendations

• Experience supporting complex workflows, operational customers, or multi-stakeholder environments

• Bonus points for experience in construction, supply chain, logistics, or field operations

What you care about

• Customer Obsession: You care deeply about our customers and seek to understand their pain

• Innovation: You look for 10x solutions and are determined to transform the industry

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

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.