Client Success Manger

KODE Labs•Detroit, MI

About The Position

At KODE Labs, the Client Success Manager (CSM) is responsible for ensuring customers achieve measurable business outcomes from KODE OS. The CSM serves as the strategic advisor, relationship owner, adoption leader, and renewal quarterback for a portfolio of enterprise customers. This role is focused on helping customers realize value, build strong executive relationships, drive platform adoption, and identify growth opportunities throughout the customer lifecycle.

Requirements

3–7+ years of Customer Success, Account Management, Strategic Account Management, Consulting, or SaaS experience.
Experience managing enterprise and/or multi-site customer portfolios.
Proven track record of customer retention, renewals, and account growth.
Strong executive communication, stakeholder management, and project management skills.

Nice To Haves

Experience in Building Operations, Facilities Management, Building Automation Systems (BAS/BMS), HVAC Controls, Energy Management, Smart Buildings, PropTech, or Commercial Real Estate.
Working knowledge of building systems, controls, operational technology, or commercial property operations.
Experience partnering with facilities, engineering, operations, or real estate leadership teams.
Salesforce or CRM experience and a data-driven approach to customer success.

Responsibilities

Drive Customer Outcomes: Partner with customers to define success plans aligned to operational and business goals. Drive platform adoption and workflow activation that improves building operations, energy performance, occupant comfort, and portfolio visibility. Measure, communicate, and expand realized value across facilities and real estate teams. Ensure customers achieve agreed-upon milestones and business outcomes.
Manage Customer Health & Retention: Monitor customer health, adoption, engagement, and stakeholder alignment. Proactively identify risks and execute recovery plans for at-risk accounts. Lead renewal planning and retention strategies to maximize customer lifetime value. Maintain executive visibility into customer status, opportunities, and risks.
Build Strategic Relationships: Develop trusted relationships across Facilities, Operations, Real Estate, IT, and Executive stakeholders. Serve as the primary advisor for customers' smart building and operational technology initiatives. Identify growth opportunities and collaborate with Sales on expansion strategies.