Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the comprehensive onboarding process for new Cofactr customers, ensuring they are configured, activated, and meet established exit criteria within a 60 - 90 day engagement period.

• Stimulate initial purchasing activity and GMV for Cofactr by pinpointing and removing obstacles in the buying process. Consistently emphasize the importance of quickly becoming fully operational on the platform.

• Oversee the organized transition process from Sales to onboarding, executing a seamless and well-documented handoff to the Customer Success Account Management team upon completion of activation.

• Serve as a strategic partner and extension of your customers' teams during onboarding, conducting in-depth discovery to grasp their workflows, challenges, and priorities, and guide them towards solutions within the Cofactr platform.

• Collaborate with leadership to develop scalable and repeatable onboarding playbooks, activation checklists, and escalation pathways that can evolve with the business.

• Work closely with Sales, Product, Engineering, and Customer Success to address obstacles, gather customer feedback, and continuously enhance the onboarding experience.

• Monitor and evaluate activation metrics such as time to first purchase, configuration completion rates, and GMV generated during onboarding to consistently improve results.

• Contribute to onboarding resources, help documentation, and training materials that enable customers to self-serve and expedite their activation process.

⛳️ Requirements

• 4 - 7+ years of experience in customer onboarding, implementation, activation, and customer success within a B2B SaaS or technology setting.

• Additional preference for experience in the supply chain, procurement, or hardware/manufacturing industries.

• Demonstrated capability to manage multiple simultaneous onboarding projects with organized timelines, clear milestones, and defined exit criteria.

• You recognize that onboarding extends beyond configuration; it is about unlocking revenue. You can link activation to business outcomes for both Cofactr and our customers.

• Exceptional verbal and written communication skills, with the ability to conduct discovery, manage expectations, and keep customers engaged and accountable throughout a 60 - 90 day journey.

• Comfortable navigating and configuring SaaS platforms; capable of investigating technical barriers and coordinating with the appropriate partners to resolve them promptly.

• Familiarity with tools such as SFDC, Pylon, Gainsight, Metabase, or Statisfy; ability to quickly adapt to new platforms and technologies.

• Motivated by early-stage environments and eager to establish scalable processes from the ground up.

• Industry experience in supply chain, electronics, manufacturing, or logistics is not required but is HIGHLY preferred.

• Willingness to travel up to 30% of the time.

🏝️ Benefits

• Competitive salary and equity.

• 100% employee premium coverage for health, dental, and vision plans.

• FSA offerings.

• 401(k) with 4% company matching.

• Unlimited time off policy.

• Commuter benefits with a company contribution.