Sr. Customer Success Manager
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:
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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.
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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.
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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.
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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.
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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.
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Process Development: Collaborate with leadership to build scalable, repeatable onboarding playbooks, activation checklists, and escalation paths that can grow with the business.
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Cross-Functional Collaboration: Partner closely with Sales, Product, Engineering, and Customer Success to resolve blockers, surface customer feedback, and continuously improve the onboarding experience.
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Metrics & Reporting: Track and analyze activation metrics, including time to first purchase, configuration completion rates, and GMV generated during onboarding to continuously improve outcomes.
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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:
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Industry Experience: Deep industry knowledge and expertise preferred for this role. Our strategic customers look to us to advise them on supply chain transformation strate