Enterprise Customer Onboarding Manager

About the Role

Our Enterprise Customer Onboarding Managers own the implementation and adoption outcome for Kojo's largest customers, owning scope, training, and stakeholder alignment from kickoff to go-live. Since early this year, Kojo has been at an inflection point: 600+ leading contractors across North America purchasing over $5B in materials annually on our platform, and entering our next chapter as an AI-first company. Reporting to our Manager of Customer Onboarding, you'll run point on roughly 20 concurrent implementations, working closely with our Solutions Architects, who own the technical ERP integration work during this same onboarding window. You scope it, you run it, you own the adoption.

What you’ll own:

• Own a portfolio of roughly 20 concurrent implementations for Kojo's largest customers, as the one person who can speak to the whole relationship instead of simply one piece of it.

• Scope each engagement's requirements, deliverables, and timeline with customer stakeholders early enough to catch a scope gap before it costs you a go-live date.

• Sequence every new customer's product training by which persona needs to be live first, traveling in person across North America when the relationship calls for it.

• Build relationships with every key stakeholder in a customer's organization, from field crews to the exec sponsor, so the relationship doesn't live or die with one champion.

• Track usage against each account's adoption goals, and treat silence, not just a complaint, as a signal to step in.

• Use AI-assisted analysis of onboarding notes, support tickets, and usage patterns (Claude, Granola, Notion, Gong) to catch customer signals and emerging themes before they surface as a roadmap request or a churn risk.

• Synthesize recurring customer feedback into themes, using AI-assisted analysis of onboarding notes and support tickets to catch patterns before they surface as a roadmap request.

About You

This role hinges on discipline under a deadline and patience with the relationship it's attached to, in equal measure. Whether you came up through customer onboarding, technical program management, or delivery consulting, if you measure your work by whether the account went live on time and stayed live, we'd love to learn more about you.

What we’re looking for

• Delivery ownership: you've led customer implementations, technical programs, or consulting engagements for 3+ years, in SaaS, technology, or another delivery-driven environment (construction or another trades-adjacent industry is a plus, not required)

• Structured delivery discipline: a PMP, CSM, or other agile/project-management certification is a plus, not required. What matters more is that you've run a real methodology under a live deadline.

• Long-cycle project management: you've led 6+ month rollouts with a wide, sometimes competing set of stakeholders, and never let the loudest voice in the room set the timeline.

• Technical training delivery: you can run the same product training for engineers and for the field crew who'll actually use it, then walk a VP of Operations through the same rollout in language that fits their meeting, not yours.

• Metrics-driven delivery: you measure your own success by time to value, adoption, and retention, not by accounts closed

• Portfolio triage: you know which account in your book needs you today and which can wait a week

• Cross-team handoff: you know exactly which questions belong to your Solutions Architect and which are yours to answer, and you don't let a customer feel the seam between the two.

• Cross-functional feedback loop: you translate scattered customer requests into clear themes Product can act on, without losing the customer's original context

• Travel readiness: you're comfortable with occasional in-person travel across North America when an account calls for it (likely up to 20% of the time)

What you care about:

• Customer Obsession: You understand that what might be small things to us make a huge difference for them

• Passion: You care intensely about Kojo's success

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

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