Customer Success Lead, Commercial

Codes Health; United States; On-site; USD 80,000 - 120,000; Full time

Job summary

Codes Health is looking for a Mid-Market & SMB Customer Success Lead to engage with small to mid-sized law firms. This role requires managing a portfolio of clients, ensuring onboarding, and maintaining relationships to foster growth.

The ideal candidate has 3–5 years in B2B Customer Success, balancing efficiency with personalized service. Strong analytical skills and excellent written communication are essential to this high-impact position within a rapidly growing company.

Qualifications

• 3–5 years of B2B Customer Success experience managing a high-volume SMB or mid-market book.
• Proven ability to balance scale and personalization in customer relationships.
• Experience in legal tech, healthcare, or document management SaaS is a plus.

Responsibilities

• Manage a portfolio of mid-market and SMB law firms through the customer lifecycle.
• Run structured onboarding for new customers within 2 weeks.
• Monitor account health signals and proactively reach out to at-risk accounts.
• Identify expansion opportunities through regular account reviews.
• Build scalable touchpoint sequences for customer engagement.

Skills

B2B Customer Success experience

Analytical instincts

Excellent written communication

Ability to manage multiple accounts

Job description

About Codes Health

At Codes Health, we are building the modern platform for medical record retrieval. Legacy record retrieval is notoriously slow and unreliable; our system uses AI to deliver decision‑ready records much faster and more accurately.

Started just over a year and a half ago, our volume is doubling MoM with a clear path to category leadership. We support practices ranging from Plaintiff Law to Specialty Healthcare. We are a well‑funded, rapidly growing team focused on growing 100x from where we are today.

Our mission is to automate record retrieval, which will only be achieved through innovative engineering and relentless execution.

About the Role

Most of our customers are small to mid‑sized law firms. These are firms where operations and teams are lean and a set of records can make or break a quarter of business. As a Mid‑Market & SMB Customer Success Lead at Codes Health, you'll manage a high‑volume portfolio of these firms, helping them get up and running fast, stay engaged, and grow with us over time. Success in this role means building scalable systems alongside genuine relationships — you know when to automate and when to pick up the phone.

What You’ll Own

• Manage a broad portfolio of mid‑market and SMB law firms through the full customer lifecycle — onboarding, ongoing success, and expansion
• Run efficient, structured onboarding for new customers: portal walkthrough, first case submission, and relevant check‑ins — all within the first 2 weeks
• Monitor account health signals (volume trends, login activity, ticket patterns) and proactively reach out to at‑risk or dormant accounts
• Identify and act on expansion opportunities — more volume, additional users, new practice areas — through regular account reviews
• Build and maintain scalable touchpoint sequences (check‑ins, usage nudges, feature announcements) that keep the portfolio engaged without requiring 1:1 time for every account
• Capture and surface feedback from the SMB segment to inform product, operations, and our VoC program
• Partner with the Support Lead on recurring ticket themes that indicate product or process gaps
• Help develop and refine the playbooks and tooling that will eventually support a scaled CS motion

What We’re Looking For

• 3–5 years of B2B Customer Success experience managing a high‑volume SMB or mid‑market book
• Proven ability to balance scale and personalization — you know how to manage 50+ accounts without every one feeling like a number
• Strong analytical instincts: comfortable using product usage data and CRM signals to prioritize your attention
• Excellent written communication — a lot of your relationship‑building happens via email and portal messages
• Experience building or following playbooks in a fast‑moving environment
• Comfortable with ambiguity and eager to build — this is an early‑stage role with a lot of whitespace
• Legal tech, healthcare, or document management SaaS background a plus, not a requirement

Success Metrics

1. Net Revenue Retention: Retain and grow ARR across the SMB/mid‑market portfolio
2. Onboarding Completion Rate: Target: 100%+ of new customers through structured onboarding in first 2 weeks
3. Quarterly Business Reviews: Quarterly and other relevant check‑in’s completed on agreed upon cadence
4. At‑Risk Intervention Rate: Flagged accounts have an active outreach plan within 5 business days
5. Expansion Contribution: Measurable expansion revenue from existing accounts each quarter

Codes Health Customer Experience Hiring 2026