Customer Success Lead, Commercial

Codes Health

21h

About The Position

At Codes Health, the Mid-Market & SMB Customer Success Lead will manage a high-volume portfolio of small to mid-sized law firms. These firms often have lean operations, and the timely delivery of records can significantly impact their business. The role involves helping these customers quickly onboard, stay engaged, and grow with Codes Health over time. Success requires a balance of building scalable systems and fostering genuine relationships, knowing when to automate processes and when to engage directly.

Requirements

• 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

Nice To Haves

• Legal tech, healthcare, or document management SaaS background

Responsibilities

• 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 a 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 This Job Offers

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