客户成功经理
Customer Success Manager
**关于公司**
Kodex 正在革新组织处理执法机构和政府机构敏感传票和数据请求的方式。由前 FBI 特工创立，并获得包括 Andreessen Horowitz、Y Combinator、Peak XV 和 Thiel Capital 在内的顶级投资者支持，Kodex 已成为安全数据交换的行业标准。我们的平台支持全球 190 个国家的 15,000 多个政府机构，受到 Coinbase、Stripe 和 AT&T 等行业领袖的信任。
通过将传统上复杂且人工的过程转化为精简的数字工作流程，Kodex 帮助组织加强合规性、提升安全性，并每年节省数百万美元的运营成本。我们架起了企业与授权请求者之间的桥梁，确保敏感数据以无妥协的安全性、透明度和效率进行处理。
**职位描述**
Kodex 正在寻找一位经验丰富的客户成功经理（CSM），负责推动高影响力客户的留存、续约、客户满意度和增长。你将成为交易成交后的主要联系人——主导客户入职、管理实施，并与销售、业务运营和工程团队合作，确保长期成功。
作为客户成功团队的第四位成员，你将全面负责自己的客户账户，同时帮助扩展和优化驱动大规模客户成功的基础系统，包括操作手册、流程和工具。这是一个高度自主的职位，结合了技术能力、战略思维和实际的关系管理。你将塑造客户旅程，并帮助我们在成长过程中建立运营模型。
这是一个基于美国的远程职位，工作时间与太平洋时间（PST）一致。
**主要职责**
- **策略与目标制定：** 与销售和业务运营紧密合作，从采用到续约推动售后体验。负责账户规划、成功追踪和团队协作。
- **实施与计划：** 设定售后需求和入职计划，确保无缝且高影响力的启动体验。
- **客户关系管理：** 在各个账户中建立并培养关系，以推动价值并加深信任。
- **问题管理：** 处理、解决并跟踪客户报告的问题——在需要时升级至工程团队，并确保向客户及时清晰地沟通。
- **客户倡导：** 推动客户需求
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**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.
**What You Bring**
- 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
**Nice to have**
- 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
**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.