Customer Success Manager

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 Customer Success Manager (CSM) to drive retention, renewals, customer satisfaction, and growth across a portfolio of high-impact clients. You'll be the 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 the fourth member of our Customer Success team, 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. This is a U. S.

-based remote role with working hours aligned to Pacific Time (PST). Key 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.