The company is looking for an Enterprise CSM to drive retention, renewals, customer satisfaction, and growth. This role will be the primary point-of-contact for clients in the implementation phase, starting from the signing of a contract all the way through to final implementation and ensuring post-launch success (in partnership with Sales and Business Operations). The Enterprise CSM will manage a portfolio of customer accounts across a variety of industries.
As the company’s first customer success hire, this person will build the playbook for managing customer relations as the business grows. It will require outstanding service delivery management, people management, relationship management, leadership skills, and technical acumen. This role will help shape, define and build how the company delivers client success to our global customer base.
Responsibilities
- Strategy and Goal Development: Drive overall vision of post-sales experience (from adoption to renewal) in close partnership with our Sales and Business Operations leadership. Organize and manage the team’s goals, priorities, and account plans to ensure delivery of value to customers
- Planning: Set post-sale implementation requirements and timelines to ensure a seamless launch
- Customer-Obsessed: Build and nurture relationships across accounts to solidify our partnership and commitment to the customer
- Creativity: Innovate on modern solutions, using data to guide customer engagement and serve clients at scale across their lifecycle
- Accountability: Advocate for our customers' needs within the engineering roadmap. Ensure needs are properly prioritized and rally resources to support them when needed
- Team: Collaborate with internal teams to develop a coordinated strategy to accomplish Customer Success priorities
What you bring
- 5+ years of customer-facing experience in service roles
- 2 years of experience in SaaS customer success and retention roles
- Experience working with enterprise-level customers
- Proven track record of delivering customer and business outcomes in an innovative way
- Customer-centric and passionate about understanding customers’ organizations, business priorities, and sources of value
- Strong understanding of customer management and ownership
- Collaboration, planning, influencing, prioritization, and time management skills
- Data-driven and able to set the right performance indicators
- Demonstrated success working across teams with the ability to synthesize what may appear to be contending priorities
- Excellent executive-level communication and presentation skills
- Experienced and inspiring team leader
What you get
- A fast-paced and collaborative environment
- Competitive compensation and equity options
- Flexible PTO, public holidays
- Comprehensive health, dental and vision plans
- Remote-first company
What We Do
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