Customer Onboarding Manager, Enterprise

About Kojo

Kojo is a leading construction technology company focused on transforming the way commercial construction companies purchase their materials. Founded in 2018, it is one of the fastest-growing firms in this space, aiming to make building projects more cost-effective and efficient by addressing the traditionally stagnant materials procurement market in an industry worth $10 trillion annually.

Role Overview

As an Enterprise Customer Onboarding Manager, you will lead the implementation and adoption efforts for Kojo's largest clients. You will manage all aspects of onboarding from initial scope definition through to successful go-live, overseeing about 20 simultaneous implementations. The role involves close collaboration with Solutions Architects who handle technical ERP integrations during onboarding.

Key Responsibilities

• Manage a portfolio of approximately 20 concurrent customer implementations, serving as the primary point of contact overseeing all facets of the relationship.
• Define engagement requirements, deliverables, and timelines early to identify and resolve scope gaps that could delay go-live dates.
• Organize and conduct product training by customer persona priority, including in-person sessions across North America as necessary.
• Develop relationships with key stakeholders throughout the customer's organization to ensure broad support beyond individual champions.
• Monitor product usage relative to adoption goals, proactively addressing low engagement signals.
• Leverage AI-powered tools (such as Claude, Granola, Notion, Gong) to analyze onboarding notes, support tickets, and usage data to identify emerging customer trends and potential risks.
• Distill recurring customer feedback into actionable themes for product and roadmap considerations.

Candidate Profile

• At least 3 years of experience leading customer implementations, technical programs, or consulting engagements in SaaS, technology, or related delivery-focused environments; construction industry experience is advantageous but not mandatory.
• Strong project management discipline with experience running structured methodologies under deadlines; certifications like PMP or CSM are beneficial but not essential.
• Proven capability managing long-cycle projects (6+ months) with multiple stakeholders without succumbing to undue influence over timelines.
• Skilled at delivering technical training to diverse user groups ranging from engineers and field personnel to executive leadership.
• Metrics-oriented approach focused on time to value, adoption rates, and retention milestones rather than sales closures.
• Effective prioritization skills in managing a portfolio to identify accounts requiring urgent attention.
• Clear understanding of handoffs and responsibilities between customer onboarding and Solutions Architects to maintain seamless customer experiences.
• Ability to translate fragmented customer feedback into coherent themes to inform product teams while preserving original context.
• Willingness to travel occasionally (up to about 20%) across North America for in-person engagements.

Cultural Fit

• Customer-centric mindset with appreciation for the significant impact of small improvements.
• Strong passion for Kojo's mission and success.
• Detail-oriented while maintaining a fast-paced work ethic.
• Innovative problem solver committed to understanding root causes and crafting effective solutions.

Additional Information

Salary and Benefits: Compensation is competitive and dependent on experience, skills, market factors, and internal equity. The position includes eligibility for equity grants and a comprehensive benefits package for US-based full-time employees. Employees work remotely from across the Americas, with schedules aligned to their local time zones.

Diversity and Inclusion: Kojo embraces diversity and strives to create an inclusive workplace. It is an equal opportunity employer encouraging candidates from underrepresented groups to apply.

Scam Advisory: Beware of fraudulent job offers claiming to be from Kojo. The company will never request sensitive financial information during recruitment.