Customer Success Manager

The role

You will drive retention, renewals, customer satisfaction, and growth for a portfolio of high-impact clients. You will lead onboarding, manage implementation, and build foundational customer success systems.

What you will do

• Drive the post-sales experience from adoption to renewal
• Own account planning, success tracking, and team alignment
• Set post-sale requirements and onboarding plans
• Build and nurture relationships across accounts
• Triage, resolve, and track customer-reported issues
• Champion customer needs within the product roadmap
• Use data and customer insights to design engagement strategies
• Help design and improve internal workflows, tooling, and external-facing programs
• Partner cross-functionally with Sales, Product, and Engineering

Required qualifications

• 5+ years of customer-facing experience
• 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
• 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
• Comfort working with shifting priorities
• Comfortable working core Pacific Time hours

Nice to have

• HubSpot experience
• Background in a regulated industry — fintech, legaltech, healthtech, or govtech
• Series A / B / early-stage SaaS experience where you built CS process from scratch
• Founding CSM or first-few-CSM patterns on your resume
• Consulting background

Benefits

• Remote-first within the U.S.
• Annual offsites in exciting locations
• Competitive salary and meaningful equity
• Unlimited Vacation + 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

About the company

Kodex revolutionizes how organizations handle sensitive subpoenas and data requests from law enforcement and government agencies. The platform supports over 15,000 government agencies in 190 countries.