Enterprise Customer Success Manager (CSM)

About the Company

Kodex changes how organizations handle sensitive subpoenas and data requests from law enforcement and government agencies. Founded by a former FBI agent and supported by top investors like Andreessen Horowitz, Y Combinator, and Thiel Capital, Kodex is now the standard for secure data exchange. Our platform supports over 15,000 government agencies in 190 countries and is trusted by industry leaders such as Coinbase, Stripe, and AT&T.

By changing what is usually a complex and manual process into a smooth digital workflow, Kodex helps organizations improve compliance, increase security, and lower operating costs by millions each year. We connect companies with authorized requestors, making sure sensitive data is handled with complete security, openness, and efficiency.

The Role

Kodex is looking for an experienced Enterprise Customer Success Manager (CSM) to drive retention, renewals, customer happiness, and growth across a group of high-impact clients. You will be the main contact from the moment a deal closes, leading onboarding, managing setup, and making sure long-term success happens with Sales, Business Operations, and Engineering.

As our second CS hire, you will help define how Kodex delivers customer success when scaling up. This role requires a lot of ownership, mixing technical knowledge, strategic thinking, and hands-on relationship management. You will shape the customer experience and help build the standard operating procedures as we grow our enterprise presence. This is a U.S.-based remote role with working hours set to Eastern Time (EST).

Responsibilities

• Strategy and Goal Development: Drive the overall vision for the post-sales experience, from adoption to renewal, working closely with our Sales and Business Operations leaders. Organize and manage the team’s goals, priorities, and account plans to make sure customers get value.
• Planning: Set the requirements for setup and manage timelines to make sure onboarding is smooth and customer involvement is high from Day 1.
• Customer-Obsessed: Build and support relationships across accounts to strengthen our partnership and commitment to the customer.
• Issue Management: Sort out, fix, and track problems reported by customers, sending them to the engineering team when needed to make sure they are resolved quickly and that the customer is clearly informed.
• Advocacy & Accountability: Speak up for what customers need when planning the engineering work. Make sure their needs are correctly prioritized and gather the right people to support them when necessary.
• Creativity & Scale: Create new, modern solutions, using data to guide customer interaction and serve clients at scale throughout their entire relationship with us.
• Team Collaboration: Work across departments to deliver a consistent customer experience. Work together on rollout plans, training, and strategic customer planning.

Requirements

• 5+ years of customer-facing experience, including 2+ years in SaaS Customer Success or Account Management.
• Experience managing enterprise-level customers and handling complex groups of people involved in decisions.
• Proven history of delivering customer and business results in a new and creative way.
• Customer-focused and passionate about understanding customers’ organizations, main business priorities, and where they find value.
• Excellent communication skills and executive presence—able to explain technical ideas to people who are not technical.
• Strong organizational skills with the ability to prioritize, plan, and carry out work across multiple accounts.
• Comfortable working in fast-moving, unclear settings where priorities can change.
• A customer-first way of thinking, supported by decisions based on data.

Preferred Qualifications (Nice to Have)

• Experience building internal processes, customer standard operating procedures, or helping with CS tools is a plus.

Benefits

• Remote-first within the U.S.
• Twice-yearly company gatherings in interesting places. Past trips included Seattle, Miami, Nashville, and San Francisco.
• Competitive salary and meaningful company ownership shares (equity).
• Unlimited Paid Time Off plus 14 company holidays.
• 12 weeks of fully paid parental leave, with a flexible policy for returning to work.
• Complete medical, dental, and vision plans.
• 401(k) retirement plan.
• Dynamic Environment: Work on important, high-priority matters with chances for professional growth.

How to Apply

Kodex is committed to hiring talented and qualified people with different backgrounds for all its roles, whether technical or not. Kodex believes that gathering and celebrating unique backgrounds, qualities, and cultures makes the workplace better.