Onsemble Customer Success Leader

Hajoca Corporation is one of the country's largest privately-held wholesale distributors of plumbing, heating & cooling, and industrial supplies. Founded in 1858, Hajoca is a company based on the principles of "Service, Integrity, Reliability," and on relationships of trust and support with teammates, customers, and suppliers. Throughout its history, Hajoca has played an active role in shaping advances in plumbing. However, we attribute our success to two simple truths; a unique business philosophy and talented people. Hajoca is all about the people, who give us our advantage, and who will guide us successfully into the future.

Although Hajoca is a large company, we work in a decentralized environment where each of our locations, called Profit Centers (PCs), is run by the Profit Center Manager as if it were their own small business. Our PCs conduct business under unique trade names and offer a customized business approach, honoring what's special about each local marketplace.

Onsemble is one of those trade names and is looking for a Customer Success Leader at their San Francisco, CA location.

Pay for this position is between $150,000 and $175,000 per year at this location.

About Onsemble:

We're the digital innovation team inside one of the largest wholesale distributors in the U.S., operating with the autonomy of a startup and the scale, customer base, and durability of a major corporation.

Our platform has strong product-market fit today - we have more demand than we can keep up with. The work you lead will immediately impact small and mid-sized contractors and Profit Centers that rely on us every day.

We're focused on building AI-enabled workflows across a critical but historically underserved layer of the supply chain: SMB contractors and wholesale distribution for the trades. This is a rare opportunity to shape modern, AI-native software that makes real-world businesses meaningfully more productive, profi table, and future-ready.

Do you have a passion for business and a leadership mindset? Are you eager to help shape how the world around you interacts with AI-native software? Do you enjoy connecting with others and enabling customer success ? If so, then we'd like you to join our dedicated team as Onsemble Customer Success Leader .

About the Role:

The Onsemble Customer Success Leader ensures l ong-term customer value across the Onsemble platform. Partnering closely with contractors, internal te ams, and field teams across Hajoca, they bridge the gap between the everyday business needs of the field and how we build and deliver our product at Onsemble .

This hands-on leadership role manages, designs, and executes our customer success strategy, building repeatable enablement systems that save time and drive measurable gross profit growth and customer loyalty.

In this role, you will:

• Promote Customer Activation & Growth
  
  • Own contractor onboarding and activation across pilot and scale-up Profit Centers.

• • Implement strategies to drive repeat product usage, ensuring contractors move from trial to habit.
  • Establish clear success metrics (orders, AOV, GP%, order frequency, lines per order, etc.). Analyze performance data and implementappropriate strategiesfor optimization.
  • Identify and pursue expansion opportunities within each Hajoca Profit Center (PC) and across regions.
  • Translate early wins into scalable playbooks that drive consistent best-in-class results.
• Enable Hajoca Profit Centers
  
  • Partner directly with Profit Center Managers, counter teams, and Region Managers to embed Onsemble into daily workflows.

• • Design and implement train-the-trainer models that empower locations to own product adoption.
  • Ensure Onsemble supports Hajoca's "BFRND" ambition - being the Best & Favorite Right Now Distributor.
  • Reinforce alignment between contractor success and PC-level financial performance.
• Represent the Voice of the Customer & Enable Feedback Loops
  
  • Build structured feedback loops between contractors, PCs, and internal Product, Sales, and Engineering teams.

• • Translate field insight into clear product priorities.
  • Identify friction points and areas for improvement in onboarding, search, quoting, fulfillment tracking, and integrations.

• • Ensure we are solving real operational pain - not theoretical workflows.

• Ensure Success & Operational Excellence
  
  • Design scalable onboarding flows and enablement materials.

• • Build dashboards and reporting that measure activation, adoption, and ROI.
  • Establish clear accountability across cohorts and scale-ups.

• • Improve internal processes for tracking contractor engagement and Profit Center relationships.
  • Act with urgency and ownership in resolving customer-impacting issues.

• Lead a Team
  
  • Build and lead a high-performing Customer Success function from the ground up.

• • Lead, support, and develop at least one Customer Success team member, providing clear priorities, feedback, and growth opportunities.
  • Establish clear expectations around ownership, responsiveness, and field presence.

• • Create a culture that balances relationship-driven trust with metric-driven accountability.

• Successfully complete required safety and compliance training programs as assigned.
• Perform other reasonably related duties as assigned by immediate supervisor and other management as required.

About You:

• 5 or more years of experience in Customer Success, Account Management, Sales, or Field Enablement roles.
• 1 or more years of experience leading a Customer Success, Sales, or GTM team.
• Experience in SMB-focused software or operational tools.

• Experience driving adoption in behavior-change-heavy environments.

Our ideal candidate will also:

• Be familiar with distribution, trades, or supply-chain businesses.
• Be able to speak and understand Spanish.

• Be willing and able to travel 50% of the time.
• Demonstrate business and financial acumen:

• • Be comfortable discussing gross profit, margin, productivity, and operational efficiency.
  • Be able to tie product usage directly to measurable financial outcomes.

• • Possess a strong intuition for how contractor workflows translate into PC performance.
• Function as a leader:

• • Possess strong ownership mindset -take responsibility for outcomes, not just relationships

• • Have a field-first mentality - be comfortable spending time on-site at PCs and with contractors.
  • Demonstrate clear communications skills with the ability to align Product, Engineering, and field stakeholders. Be able to convey technical information to a non-technical audience.

• • Be calm, pragmatic, and able to thrive in ambiguous and fast-moving environments
  • Be able to identify and influence customer behavior changes that drive durable growth.

• Be able to read, write, speak, and understand English.
• Be able to add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals.

The benefits of working with us:

Our culture is well-suited for exceptional people who use their talents to drive business and want to share in the financial success their efforts yield. In addition to a competitive starting wage, we offer a Profit-Sharing Program that provides each team member with an opportunity to earn a direct share of the profits on an annual basis. In addition to our generous compensation package, Hajoca also offers:

Full-time benefits (for team members working 30 or more hours per week):

• Medical, dental, vision, and prescription coverage
• Accident, Hospital Indemnity, and critical care coverage
• Life insurance and Long Term Disability
• Pre-tax accounts for healthcare, dependent care, and commuter benefits
• Paid vacation, holidays, and sick time (sick time also offered to PT team members as required by state law)
• Paid pregnancy and parental leave
• Paid day of community service

Full-time and part-time benefits:

• 401(k)
• Retirement cash account with company contributions
• Targeted training programs focused on your personal and professional growth
• Company wellness program
• Employee discounts
• College tuition benefits

*Please note that benefit offerings may differ for teammates covered under a collective bargaining agreement or employed through an intern program.

EEOC Statement

Hajoca Corporation is an Equal Opportunity Employer (Equal Opportunity Employer/Veterans/Disabled).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, age, veteran status, disability, or any other protected category pursuant to federal, state or local laws and will not be discriminated against on the basis of any such categories/status. Hajoca is committed to providing reasonable accommodations for qualified individuals with disabilities including, but not limited to, during the application process. Please let us know if you need assistance or an accommodation due to a disability.

We are a drug free workplace. Employment is contingent upon pre-employment drug screening, subject to any federal, state and local laws.