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Sr. Customer Retention and Renewals Manager



Customer Service
United States · Canada
Posted on Monday, February 12, 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 organized, savvy Sr. Customer Retention and Renewals Manager who will serve as a high-impact individual contributor on the Customer Success team. Reporting to the Manager of CS, this role will combine product expertise, project management, and sales acumen to drive a best-in-class customer satisfaction and renewal rate.

About the Role

This Sr. Customer Retention and Renewals Manager will ensure that every customer is aware of the value Kojo is currently delivering and will in the future, is utilizing all relevant products and features necessary for their retention and expansion, and successfully renews their annual contract with Kojo.

This role will include:

  • Scheduling, planning, and conducting successful Annual Business Reviews

  • Negotiating renewal options including package upgrades and owning contract execution

  • Partnering with CSMs on 30+ active renewals at any given time

  • Providing product feedback internally and introducing new features to customers externally

  • Creating a forward-thinking strategic plan for renewals, working closely with Core CSMs to prepare for renewals 6 months in advance

  • Expressing customer needs to Product in a way that maintains customer’s perspective while understanding the broader Kojo product roadmap

  • Conveying Kojo’s value in a meaningful way to customer decision makers and regular users alike

About You

If you are excited to combine your customer dedication, sales acumen, and passion for problem solving into a highly visible and impactful role, apply with us!

What you’ve accomplished:

  • 5+ years working in customer-facing role in SaaS, software, or technology-based environment; Familiarity and passion for construction industry preferred

  • Professional experience utilizing Salesforce, ChurnZero, DocuSign, Google Suite and Stripe

  • Successful track record of building and conducting trainings and product demos for a varied audience from daily product users to C-level/business owners

  • Excelling in a metrics-based role, preferably one with an aggressive GRR goal

  • Experience managing customers with a CRM

  • Track record of successful internal collaboration in a remote/async work environment, including excellent written skills and ability to synthesize information to a cross-functional audience

  • A bias towards process improvement

  • Project management skills and holding others accountable

What you care about:

  • Customer Obsession: You care deeply about our customers and go the extra mile to delight them

  • Innovation: You seek to understand the truth behind problems and find solutions to them

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

This role is entirely remote for Canadian or US-based candidates and requires infrequent/occasional travel.

The total compensation package, including base salary and on-target variable is between $85,000-$140,000k (base salary commensurate with experience and location).

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. Please note that all communication from our recruiters and hiring managers will come from official company email addresses (@usekojo.com). Kojo will never ask for any personal account information, such credit card details or bank account numbers, during the recruitment process.