{"id":263138,"url":"https://alion.io/job/kodex-customer-success-manager","title":"Customer Success Manager","company":{"id":1753481,"name":"Kodex","domain":"kodexglobal.com","url":"https://alion.io/company/kodexglobal","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"PST","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":120000,"max":155000,"currency":"USD","period":"year","gross":null,"usd_annual":155000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":true}],"status":"live","first_seen_at":"2026-09-04T22:44:24Z","employer_posted_date":"2026-09-04","last_verified_at":"2026-10-23T02:40:33Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"About the company\nKodex 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. \nBy 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.\nThe Role\nKodex 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.\nAs 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.\nThis is a U.S.-based remote role with working hours aligned to Pacific Time (PST).\nKey Responsibilities\nStrategy & 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.\n\nImplementation & Planning: Set post-sale requirements and onboarding plans to ensure a seamless, high-impact launch experience.\n\nCustomer Relationship Management: Build and nurture relationships across accounts to drive value and deepen trust.\n\nIssue Management: Triage, resolve, and track customer-reported issues - escalating to Engineering when needed and ensuring clear, timely communication back to the customer.\n\nCustomer Advocacy: Champion customer needs within the product roadmap. Influence prioritization and ensure CS feedback loops are part of product development.\n\nCreativity & Scale: Use data and customer insights to design engagement strategies that scale across accounts and lifecycle stages.\n\nCS Process & Tooling: Help design and improve internal workflows, tooling, and external-facing programs like onboarding, QBRs, and feedback capture.\n\nTeam Collaboration: Partner cross-functionally with Sales, Product, and Engineering to accomplish Customer Success priorities.\n\nWhat You Bring\n5+ years of customer-facing experience, including 2+ years in SaaS Customer Success or Account Management\n\nExperience managing high-ARR, high-touch customers with real strategic complexity\n\nProven track record of delivering customer and business outcomes in innovative ways\n\nCustomer-centric mindset and enough technical fluency to hold your own during implementations and product deep-dives\n\nExcellent executive-level communication and presentation skills - able to translate clearly and hold a QBR-caliber conversation\n\nStrong organizational skills and comfort working in a fast-paced, ambiguous startup environment\n\nComfort working in fast-paced, ambiguous environments with shifting priorities\n\nComfortable working core Pacific Time hours\n\nNice to have\nHubSpot experience\n\nBackground in a regulated industry - fintech, legaltech, healthtech, or govtech\n\nSeries A / B / early-stage SaaS experience where you built CS process from scratch\n\nFounding CSM or first-few-CSM patterns on your resume\n\nConsulting background\n\nBenefits\nRemote-first within the U.S.\n\nAnnual offsites in exciting locations. Past trips include Seattle, Miami, Nashville, and San Francisco\n\nCompetitive salary and meaningful equity\n\nUnlimited Vacation + 14 company holidays\n\n12 weeks of fully paid parental leave, with a flexible return-to-work policy\n\nComprehensive medical, dental, and vision plans\n\n401(k) retirement plan\n\nDynamic Environment: Work on impactful, high-priority matters with opportunities for professional growth.\n\nEqual Employment Opportunities at the Company\n\nKodex 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.","description_format":"text","description_chars":4810,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Blockchain & Crypto","Government","Law Enforcement"],"lifecycle":[{"event":"open","at":"2026-09-05T12:06:55Z"}],"visa":[],"liveness":{"score":33,"band":"fade","label":"Fading","p_open":1,"p_active":0.366,"p_room":0.9,"age_days":48,"expected_fill_days":69,"reasons":["conf:3","win:mid"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":155000,"is_top_pay":true},"html_url":"https://alion.io/job/kodex-customer-success-manager","json_url":"https://alion.io/job/kodex-customer-success-manager.json","meta":{"generated_at":"2026-10-23T05:59:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9696,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1753481},"rest":"https://alion.io/mcp/rest/get_company?id=1753481"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkodex-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkodex-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkodex-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kodex-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkodex-customer-success-manager"}]}