kodex - Customer Success Manager
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 enough technical fluency to hold your own during implementations and product deep-dives • Excellent executive-level communication and presentation skills — able to translate clearly and hold a QBR-caliber conversation • Strong organizational skills and comfort working in a fast-paced, ambiguous startup environment • Comfort working in fast-paced, ambiguous environments with shifting priorities • Comfortable working core Pacific Time hours • 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
Responsibilities
• Strategy & Goal Development: Drive the post-sales experience from adoption to renewal in close partnership with Sales and Business Operations. Own account planning, success tracking, and team alignment. • Implementation & Planning: Set post-sale requirements and onboarding plans to ensure a seamless, high-impact launch experience. • Customer Relationship Management: Build and nurture relationships across accounts to drive value and deepen trust. • Issue Management: Triage, resolve, and track customer-reported issues — escalating to Engineering when needed and ensuring clear, timely communication back to the customer. • Customer Advocacy: Champion customer needs within the product roadmap. Influence prioritization and ensure CS feedback loops are part of product development. • Creativity & Scale: Use data and customer insights to design engagement strategies that scale across accounts and lifecycle stages. • CS Process & Tooling: Help design and improve internal workflows, tooling, and external-facing programs like onboarding, QBRs, and feedback capture. • Team Collaboration: Partner cross-functionally with Sales, Product, and Engineering to accomplish Customer Success priorities.
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 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 • 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.
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