Sr. Customer Success Manager

Cofactr is the electronics supply chain infrastructure for critical hardware. The Sr. Customer Success Manager at Cofactr strives to deliver value to customers by activating new customers on the Cofactr platform, managing the entire customer lifecycle and ensuring onboarding is smooth and effective.

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

Requirements:

• 4 - 7+ years of experience in customer onboarding, implementation, activation, and customer success in a B2B SaaS or technology environment
• Proven ability to manage multiple concurrent onboarding engagements with structured timelines, clear milestones, and defined exit criteria
• 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
• 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
• Comfortable navigating and configuring SaaS platforms; able to investigate technical blockers and loop in the right partners to resolve them quickly
• Familiarity with tools like SFDC, Pylon, Gainsight, Metabase, or Statisfy; ability to quickly learn new platforms and technologies
• Energized by early-stage environments and excited to build scalable processes from scratch
• Willingness to travel up to 30% of the time
• Extra credit for supply chain, procurement, or hardware/manufacturing industry experience
• Industry Experience in supply chain, electronics, manufacturing, or logistics not required but HIGHLY sought