Customer Success Lead, Enterprise

Codes Health

20h

About The Position

Enterprise law firms are Codes Health's most complex and highest-value relationships. As the Enterprise Customer Success Lead, you will own a portfolio of high volume firms, building deep relationships, driving adoption, and ensuring they realize measurable value from Codes Health. You will be the single point of accountability for account health, expansion, and executive engagement. This role involves working closely with the Head of CX, operations, and product to translate customer feedback into real improvements.

Requirements

• 4–7 years of B2B Customer Success or Account Management experience, ideally in legal tech, healthcare tech, or a document/workflow SaaS
• Demonstrated track record managing enterprise accounts with strong NRR and expansion results
• Executive presence — comfortable running QBRs with partners and firm administrators
• Highly organized, process-oriented: you build playbooks, not just relationships
• Strong instincts for identifying expansion signals and converting them into revenue
• Experience with CRM / CS platforms (Salesforce, HubSpot, Gainsight, or equivalent)
• Comfortable in an early-stage environment — you can build structure without waiting to be told

Responsibilities

• Own a portfolio of enterprise accounts starting post-sale, from building key relationships to maintaining account health
• Lead structured onboarding for new enterprise customers — platform training, first case submission, integration into firm workflows
• Conduct regular business reviews (QBRs) and executive check-ins to surface value, resolve friction, and identify growth opportunities
• Maintain documented account health status for every firm in your portfolio; flag at-risk accounts and lead recovery plans
• Own expansion within your book: upsell volume, additional practice areas, additional offices, and new service lines
• Be the customer's advocate internally — route feedback to product, operations, and leadership and close the loop with customers on outcomes
• Build and iterate on scalable playbooks for onboarding, QBRs, renewals, and escalations
• Collaborate with the Support Lead to ensure enterprise escalations are resolved quickly and with white-glove service

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed