Enterprise Customer Success Manager (CSM)

Job description

About the company Kodex revolutionizes how organizations handle sensitive subpoenas and data requests from law enforcement and government agencies. Founded by a former FBI agent and backed by leading investors including Andreessen Horowitz, Y Combinator, Peak XV and Thiel Capital, Kodex has become the industry standard for secure data exchange. Our platform supports over 15,000 government agencies in 190 countries and is trusted by industry leaders like Coinbase, Stripe, and AT&T. By transforming a traditionally complex and manual process into a streamlined digital workflow, Kodex helps organizations strengthen compliance, enhance security, and reduce operational costs by millions each year. We bridge the gap between companies and authorized requestors, ensuring that sensitive data is handled with uncompromising security, transparency, and efficiency. The Role Kodex is seeking an experienced Enterprise Customer Success Manager (CSM) to drive retention, renewals, customer satisfaction, and growth across a portfolio of high-impact clients. You’ll be a primary point of contact from the moment a deal closes — leading onboarding, managing implementation, and ensuring long-term success in partnership with Sales, Business Operations, and Engineering. As a Customer Success team member, you’ll take full ownership of your accounts while also helping expand and refine the foundational systems that drive CS at scale — including playbooks, processes, and tooling. This is a high-ownership role that combines technical acumen, strategic thinking, and hands-on relationship management. You’ll shape the customer journey and help build the operating model as we grow our enterprise footprint. This is a U.S. based remote role. Key Responsibilities - Strategy and Goal Development: Drive overall vision of post-sales experience (from adoption to renewal) in close partnership with our Sales and Business Operations leadership. Organize and manage the team’s goals, priorities, and account plans to ensure delivery of value to customers - Planning: Set implementation requirements and manage timelines to ensure smooth onboarding and high customer engagement from Day 1 - Customer-Obsessed: Build and nurture relationships across accounts to solidify our partnership and commitment to the customer - Issue Management: Triage, resolve, and track customer-reported issues — escalating to the engineering team when needed to ensure timely resolution and clear communication back to the customer - Advocacy & Accountability: Advocate for our customers' needs within the engineering roadmap. Ensure needs are properly prioritized and rally resources to support them when needed - Creativity & Scale: Innovate on modern solutions, using data to guide customer engagement and serve clients at scale across their lifecycle - Team Collaboration: Work cross-functionally to deliver a unified customer experience. Collaborate on rollout strategies, enablement, and strategic customer planning. What you bring - 5+ years of customer-facing experience, including 2+ years in SaaS Customer Success or Account Management - Experience managing enterprise-level customers and navigating complex stakeholder environments - Proven track record of delivering customer and business outcomes in an innovative way - Customer-centric and passionate about understanding customers’ organizations, business priorities, and sources of value - Excellent communication and executive presence — able to translate technical concepts for non-technical audiences - Strong organizational skills with the ability to prioritize, plan, and execute across multiple accounts - Comfort working in fast-paced, ambiguous environments with shifting priorities - A customer-first mindset, backed by data-driven decision making - Experience building internal processes, customer playbooks, or contributing to CS tooling is a plus Benefits - Remote-first within the U.S. - Annual offsites in exciting locations. Past trips include Seattle, Miami, Nashville, and San Francisco - Competitive salary and 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 - Dynamic Environment: Work on impactful, high-priority matters with opportunities for professional growth. Equal Employment Opportunities at the Company Kodex is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Kodex believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.