Role Description - Uphold Cleo’s Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled. - Oversee the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey. - Manage a customer base of 30+ customers, including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews. - Develop broad and deep customer relationships, promoting strong customer loyalty & highly referenceable customers. - Understand our customers’ organizational structure and develop relationships with key business stakeholders. - Understand our customers’ business and link customer goals to compelling solutions to be delivered. - Proactively assist in problem resolution, both internally and externally. - Maintain accurate records, including detailed documentation of customer service actions and discussions. - Escalate issues appropriately to Services, Support, Product, etc. - Develop compelling recommendations with strong close rates for add-on business. - Invest in developing both yourself and others, and contribute to organizational efforts as required. Qualifications - 5+ years working at an Enterprise Software and/or SaaS Company in Customer Success, Sales/Account Management, Professional Services, or a related field. - Demonstrable success in collaborating with and influencing cross-functional stakeholders and executives. - Proven ability to work in a fluid environment, with limited processes. - Excellent communication and presentation skills directed at both business-oriented and technical audiences. Benefits - Compensation: $75,000 - $100,000 + Bonus potential. - Great Healthcare + Dental + Vision. - Flexible PTO. - Culture of support, encouraging Life-Work balance. - 401k match. - FSA and HSA options. - Employee Assistance Program. - Paid Parental Leave. - Representing a company with 4,000+ clients and a 99% retention rate. - Accelerated title and salary growth potential. - A fun and energetic work environment that makes you excited to go to work every day.

• Manage a portfolio of clients in the ongoing stage; • Lead the customer journey with regular check-ins, clear action plans and a results-oriented focus; • Ensure platform adoption and user engagement, linking system usage to real construction outcomes; • Act proactively to identify and resolve issues, mitigate risks and ensure the client achieves expected goals; • Conduct commercial negotiations when needed to secure client retention; • Identify expansion opportunities within the portfolio, such as new projects, upsell and cross-sell, in collaboration with relevant teams; • Analyze portfolio data (usage, engagement and customer health) to guide decision-making; • Digital mindset, curiosity about new technologies and interest in understanding how Artificial Intelligence can transform processes, experiences and outcomes.

• Owning the commercial performance of your mid-market book of business across new business, renewals, upsell, and cross-sell -- with a clear focus on NRR growth and retention • Leading the end-to-end renewal and expansion process, identifying opportunities early and executing with urgency • Balancing a robust book of business through structured communication cadences, strong task management, and proactive usage analytics to stay ahead of churn risk • Developing deep Kojo product expertise to recommend workflow best practices, deliver ad hoc training across all products, and represent customer needs back to the Product team • Proactively coordinating with internal stakeholders -- Product, Sales, Onboarding, Technical Support, and executive teams -- to remove barriers to customer success • Building and maintaining multi-threaded relationships across each account, ensuring Kojo has the right coverage at every level of the organization • Contributing playbook learnings back to the broader CS team as we continue to sharpen our methodology for customer success at scale

• Own onboarding and rollout plans for new customers; coordinate with Sales for a smooth, successful implementation of Coder’s platform • Remove barriers to adoption so customers achieve their desired outcomes expediently • Engage with customers to understand goals, challenges, and use cases, and provide tailored guidance and recommendations • Identify expansion opportunities within existing accounts, and partner with Sales on upsell and cross‑sell motions • Oversee renewals and forecasting, ensuring timely, successful commitments • Serve as the primary point of contact for inquiries, issues, and escalations, and collaborate with Coder teams to resolve • Monitor and report on customer health and usage • Develop deep expertise in Coder’s products to provide global customer coverage