Senior Customer Success Manager, Cofactr
$120-150k
+ Equity
More information about location
Automated electronics purchasing platform
Open for applications
Automated electronics purchasing platform
1-20 employees
Open for applications
$120-150k
+ Equity
More information about location
1-20 employees
Company mission
To make hardware as agile and scalable as software by leveraging better data and AI to build best-in-class tools for electronics supply chain management.
Role
Who you are
- The Cofactr team is innovative, creative, and collaborative, with diverse professional backgrounds and a passion for solving big problem
- With 6+ years of experience in customer service, support, implementation, and/or project management, you will be a key contributor to building our post-sales strategy and infrastructure
- This is a hands-on role that requires strong relationship-building skills, problem-solving capabilities, and a deep understanding of the customer journey
- 6+ years of experience in customer success, customer service, customer support, account management, or a related post-sales role
- Experience in supply chain, logistics, or procurement technologies is strongly preferred, as our product suite caters to customers in these industries
- Proven experience in customer service, support, implementation, and/or project management, with a demonstrated ability to manage complex customer needs
- Strong problem-solving skills and the ability to effectively handle customer concerns, driving resolutions that lead to customer satisfaction
- Excellent communication and interpersonal skills, with the ability to build relationships and collaborate across teams
- Ability to work independently in a fast-paced, dynamic environment
- Comfortable working with early-stage companies and contributing to building out processes and systems that scale
- Experience with common post sales technologies (SFDC, Gainsight, ZenDesk, etc)
- A customer-centric mindset with a passion for delivering exceptional service and results
- If you’re a proactive, solution-oriented individual with a passion for helping customers succeed, we’d love to hear from you. Apply today to join our growing team and make a meaningful difference!
What the job involves
- 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
- As our Founding Customer Success Manager, you will be responsible for ensuring that our customers achieve maximum value from our products and services
- You will work closely with product, sales, and support teams to deliver a seamless, positive experience and outcomes for our clients
- Note that this is explicitly a hybrid Success/Support role. What you help us learn in the process of deploying this role will shape the future of the post sales organization!
- Customer Onboarding & Implementation: Lead the customer onboarding process, ensuring smooth and successful product adoption. Manage the setup, training, and implementation of new customer accounts
- Relationship Management: Serve as the primary point of contact for customers post-sale, building strong, long-term relationships to drive customer satisfaction and retention
- Support & Troubleshooting: Provide guidance and troubleshooting support to customers, escalating technical issues when necessary and ensuring timely resolution
- Project Management: Own and manage customer projects from initiation to completion, ensuring deliverables are met on time and within scope
- Advocacy & Growth: Act as a trusted advisor to customers, proactively identifying opportunities for upselling, cross-selling, and expanding customer relationships
- Customer Feedback & Insights: Gather feedback from customers to help shape the development of our product roadmap, ensuring the voice of the customer is heard across the organization
- Internal Collaboration: Work closely with the product, sales, and marketing teams to ensure a seamless, integrated experience for customers and contribute to the improvement of customer success processes
- Career Development: Access to mentorship, training, and opportunities for growth as the company expands
- High Impact: As the first hire in this function, you will have a direct and lasting impact on our customer experience and success
- Growth Opportunity: Work closely with the leadership team to shape and scale the customer success function as the company grows
- Innovative Culture: Be part of a collaborative, agile, and innovative team where your ideas and contributions matter
Our take
As supply chain issues are becoming one of the greatest stumbling blocks across all industrial sectors, Cofactr’s platform allows companies to quickly search, price, and procure electrical parts from its network of distributors in an attempt to mitigate supply shortages.
While Cofactr hasn’t yet caused much of a stir in industry media, it’s telling that the company has been quietly attracting plenty of VC interest. As well as being selected as a Y Combinator W22 startup, Bain Capital Ventures has shown its faith by investing heavily at the early stages.
As well as potentially having an answer to obvious supply chain issues, Cofactr’s attractiveness may well have something to do with co-founders Matthew Haber and Phillip Gulley, who enjoyed great success with and ultimately sold R&D firm BeSide Digital in 2019.
With plenty of funding secured, the next big steps for Cofactr will be to continually refine its tech performance as the company looks to win more customers and scale up.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Dec 2024
$17m
SERIES A
Feb 2024
$2.1m
SEED
Total funding: $28.2m
Company benefits
- Remote working opportunities (role-dependent)
- Equity
- SA and FSA offerings
- 401(k) with 4% company matching
- Unlimited time off policy
- Commuter benefits with a company contribution
Company HQ
Williamsburg, NY
Leadership
Matthew Haber
(CEO)Previously co-founded and was Managing Director of Technology at R&D firm BeSide Digital, which was acquired by MAS in 2019, for which they became Vice President of Technology.
Phillip Gulley
(CRO)Former Director of Media at 3-Legged Dog Media & Theatre Group in New York. Co-founded BeSide Digital along with Matthew Haber, and helped lead the company to acquisition. After this, they became VP Creative Experience Design at MAS.
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