Sr. Customer Success Manager, Strategic Accounts

Job description

Cofactr is the electronics supply chain infrastructure for critical hardware. It is the first platform that connects real-time component intelligence, full procurement execution, and ITAR-registered warehousing and kitting. Defense programs, aerospace platforms, medical devices, autonomous systems, and more — the programs the world depends on — depend on Cofactr to ensure they can make their electronics on time and without risk. **The Team** The Cofactr team is innovative, creative, and collaborative, with diverse professional backgrounds and a passion for solving big problems. We’re hiring team members who are energized by the opportunity to make one of the most complex challenges in the world, the global electronics supply chain, into a scalable and intuitive tool. We value transparency and trust among our team and translate this approach into our evolving product. **The Role** The Sr. Customer Success Manager, Strategic Accounts at Cofactr strives to deliver value to our customers and GMV (Cofactr's Revenue Metric) for our business by fully activating new customers on the Cofactr platform. As an early member of this function, you will have the opportunity to help build and refine Cofactr's activation methodology, directly fueling our growth and trajectory. This role owns the entire customer lifecycle ensuring every new customer is onboarded, configured, enabled, and transacting before they ever hit a wall. You will serve as the connective tissue across the organization, receiving the handoff from our Sales teammates and orchestrating a structured onboarding that removes friction points standing between a customer and their first purchase with Cofactr. This role requires ***operational rigor***, a ***project management mindset**, **strong communication skills**,* a ***commercial mindset*** and a genuine ***passion for driving customer outcomes**.* ### Key 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. - **Relationship Management:** Builds, owns and manages strategic customer relationships from day to day operational POCs through to VPs of Eng and the C-Suite. Relationships management is a key success factor in this role. - **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. ### What We’re Looking For: - **Industry Experience:** Deep industry knowledge and expertise preferred for this role. Our strategic customers look to us to advise them on supply chain transformation strategy spanning from risk management to procurement strategy and every thing between and someone who will be successful in this role will be able to step into that consultative role on day 1. - **Experience:** 4 - 7+ years of experience in customer onboarding, implementation, activation, and customer success in a B2B SaaS or technology environment - **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. - Willingness to travel up to 30% of the time ### Why Join Us: - **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.