Customer Success Manager

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).

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• 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

• 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

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.