Cofactr - Sr. Customer Success Manager
Requirements
• Experience: 4 - 7+ years of experience in customer onboarding, implementation, activation, and customer success in a B2B SaaS or technology environment • Extra credit for supply chain, procurement, or hardware/manufacturing industry experience • Project Management: Proven ability to manage multiple concurrent onboarding engagements with structured timelines, clear milestones, and defined exit criteria. • Commercial Mindset: You understand that onboarding isn't just about configuration, it's about unlocking revenue. You can connect the dots between activation and business outcomes for both Cofactr and our customers. • Communication: Excellent verbal and written communication skills, with the ability to conduct discovery, manage expectations, and keep customers engaged and accountable across a 60 - 90 day journey. • Technical Aptitude: Comfortable navigating and configuring SaaS platforms; able to investigate technical blockers and loop in the right partners to resolve them quickly. • Tech Stack Experience: Familiarity with tools like SFDC, Pylon, Gainsight, Metabase, or Statisfy; ability to quickly learn new platforms and technologies. • Adaptability: Energized by early-stage environments and excited to build scalable processes from scratch. • Industry Experience in supply chain, electronics, manufacturing, or logistics not required but HIGHLY sought • Willingness to travel up to 30% of the time
Responsibilities
• Activation Ownership: Project manage the thorough and complete onboarding of new Cofactr customers, ensuring they are configured, enabled and meet defined activation exit criteria within a 60 - 90 day engagement window. • GMV Acceleration: Drive initial purchasing activity and GMV for Cofactr by identifying and eliminating friction in the buying process. Continuously reinforce the value of getting fully live on the platform quickly. • Cross-Functional Handoffs: Own the structured handoff process from Sales through onboarding, and execute a clean, well documented transition to the Customer Success Account Management team upon activation completion. • Customer Advocacy: Act as a strategic partner and extension of your customers' teams during onboarding, conducting deep discovery to understand their workflows, pain points, and priorities, guiding them to solutions within the Cofactr platform. • Process Development: Collaborate with leadership to build scalable, repeatable onboarding playbooks, activation checklists, and escalation paths that can grow with the business. • Cross-Functional Collaboration: Partner closely with Sales, Product, Engineering, and Customer Success to resolve blockers, surface customer feedback, and continuously improve the onboarding experience. • Metrics & Reporting: Track and analyze activation metrics, including time to first purchase, configuration completion rates, and GMV generated during onboarding to continuously improve outcomes. • Knowledge & Enablement: Contribute to onboarding resources, help documentation, and training materials that empower customers to self-serve and accelerate their own activation.
Benefits
• High Impact: You will directly own the activation motion that connects closed deals to real GMV, this is one of the most commercially critical functions in the company. • Build Something New: As a foundational member of this team, you'll have the autonomy to define and shape how Cofactr onboards, activates and manages customers at scale. • Innovative Culture: Join a collaborative, agile, and innovative team where your ideas and contributions matter. • Growth Opportunity: Collaborate closely with leadership and position yourself for expanded scope as the activation function matures. • Professional Development: Access mentorship, training, and growth opportunities within a pre-series B company. • $110,000 - $150,000 a year • 100% employee premium coverage of health, dental, and vision plans • 401(k) with 4% company matching • Unlimited time off policy • Commuter benefits with a company contribution
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