Senior Customer Success Manager, Cofactr
$120-150k
+ Equity
More information about location
Full-service procurement automation for electronics
Job no longer available
Full-service procurement automation for electronics
21-100 employees
Job no longer available
$120-150k
+ Equity
More information about location
21-100 employees
Company mission
To redefine the electronics supply chain with a platform that combines powerful software, an electronics marketplace, and in-house logistics support
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
Supply chain pressure, tariffs and reshoring have pushed manufacturers to rethink how they buy parts - and Cofactr has grown with that shift. WHat started as a sourcing platform is now a full procure-to-shop service. Hardware teams can upload a built of materials and Cofactr's AI handles finding suppliers, negotiating prices, ordering parts, storing them, and delivering production-ready kits. It's built for complex industries like aerospace, defense, robotics and medical devices, where compliance and traceability matter.
A key step forward was Cofactr's acquisition of Cogbase, which added more than 450,000 North American suppliers to its network. That expansion means the company can now help with both standard electronic components and custom-made hardware. It also speeds up what used to be a slow, manual process of finding and vetting suppliers, a major advantage as US manufacturers look to strengthen domestic supply chains.
The company has also made its platform free to start, removing upfront software feeds. So customers pay only for the parts and services they use, making it easier for smaller of fast-growing hardware teams to adopt. And the bigger vision is simple: make procurement something engineers don't have to think about, so they can focus on building products instead of chasing suppliers.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 6 rounds)
Dec 2024
$17m
SERIES A
Feb 2024
$2.1m
SEED
Total funding: $28.3m
Company HQ
Williamsburg, NY
Leadership
Matthew Haber
(Co-Founder & CEO)Prior to co-founding Cofactr in 2021, Matthew co-founded BeSide Digital where he served as Managing Director until it was acquired by MAS, where he became the VP of Interactive Production and Technology.
Phillip Gulley
(Co-Founder & CRO)Former Director of Media at 3-Legged Dog Media & Theatre Group in New York. Co-founded BeSide Digital along with Matthew, and helped lead the company to acquisition. After this, they became VP of Creative Experience Design at MAS.
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