Customer Success Manager
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Job Description
Customer Success Manager driving onboarding, renewals, and growth for Kodex’s secure government data-request platform. Building scalable Customer Success processes for high-impact clients.
Responsibilities:
- Drive retention, renewals, customer satisfaction, and growth across a portfolio of high-impact clients
- Serve as the primary point of contact from deal close through onboarding, implementation, and long-term success
- Drive the post-sales experience from adoption to renewal in partnership with Sales and Business Operations
- Own account planning, success tracking, and team alignment
- Set post-sale requirements and onboarding plans
- Build and nurture customer relationships
- Triage, resolve, and track customer-reported issues; escalate to Engineering when needed
- Champion customer needs within the product roadmap and influence prioritization
- Use data and customer insights to design scalable engagement strategies
- Design and improve internal workflows, tooling, onboarding, QBRs, and feedback-capture programs
- Partner cross-functionally with Sales, Product, and Engineering
- Help expand and refine foundational Customer Success playbooks, processes, and tooling
Requirements:
- 5+ years of customer-facing experience, including 2+ years in SaaS Customer Success or Account Management
- Experience managing high-ARR, high-touch customers with real strategic complexity
- Proven track record of delivering customer and business outcomes in innovative ways
- Customer-centric mindset and technical fluency for implementations and product deep-dives
- Excellent executive-level communication and presentation skills
- Strong organizational skills
- Comfort working in a fast-paced, ambiguous startup environment with shifting priorities
- Comfortable working core Pacific Time hours
- HubSpot experience
- Background in fintech, legaltech, healthtech, or govtech
- Series A/B or early-stage SaaS experience building CS processes from scratch
- Founding CSM or first-few-CSM experience
- Consulting background
- Lawful authorization to work in the United States
- No current or future employment-based visa sponsorship requirement to work in the United States
Benefits:
- Remote-first within the U.S.
- Annual offsites in exciting locations
- Meaningful equity
- Unlimited PTO + 14 company holidays
- 12 weeks of fully paid parental leave with a flexible return-to-work policy
- Comprehensive medical, dental, and vision plans
- 401(k) retirement plan
- Opportunities for professional growth
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