Customer Success Lead, Commercial

About Codes HealthAt 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 are today.Our mission is to automate record retrieval, which will only be achieved through innovative engineering and relentless execution.About the RoleMost 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 OwnManage a broad portfolio of mid-market and SMB law firms through the full customer lifecycle — onboarding, ongoing success, and expansionRun efficient, structured onboarding for new customers: portal walkthrough, first case submission, and a relevant check-ins — all within the first 2 weeksMonitor account health signals (volume trends, login activity, ticket patterns) and proactively reach out to at-risk or dormant accountsIdentify and act on expansion opportunities — more volume, additional users, new practice areas — through regular account reviewsBuild and maintain scalable touchpoint sequences (check-ins, usage nudges, feature announcements) that keep the portfolio engaged without requiring 1:1 time for every accountCapture and surface feedback from the SMB segment to inform product, operations, and our VoC programPartner with the Support Lead on recurring ticket themes that indicate product or process gapsHelp develop and refine the playbooks and tooling that will eventually support a scaled CS motionWhat We're Looking For3–5 years of B2B Customer Success experience managing a high-volume SMB or mid-market bookProven ability to balance scale and personalization — you know how to manage 50+ accounts without every one feeling like a numberStrong analytical instincts: comfortable using product usage data and CRM signals to prioritize your attentionExcellent written communication — a lot of your relationship-building happens via email and portal messagesExperience building or following playbooks in a fast-moving environmentComfortable with ambiguity and eager to build — this is an early-stage role with a lot of whitespaceLegal tech, healthcare, or document management SaaS background a plus, not a requirementSuccess MetricsNet Revenue Retention: Retain and grow ARR across the SMB/mid-market portfolio Onboarding Completion Rate: Target: 100%+ of new customers through structured onboarding in first 2 weeks Quarterly Business Reviews: Quarterly and other relevant check-in’s completed on agreed upon cadence At-Risk Intervention Rate: Flagged accounts have an active outreach plan within 5 business days Expansion Contribution: Measurable expansion revenue from existing accounts each quarterCodes Health · Customer Experience · Hiring 2026