Customer Success Lead

Codes Health

23h•Remote

About The Position

As the founding Customer Success Lead at Codes Health, you will build and lead the function that ensures our customers experience clarity, speed, and trust in a process that is often opaque and frustrating. This is a highly strategic and hands-on role: you will own customer relationships end-to-end, from onboarding and implementation through renewal and expansion, while simultaneously creating the playbooks, processes, and feedback loops that enable us to scale. Sitting at the intersection of operations, product, and customer outcomes, you will partner closely with operations and engineering to translate real customer needs into product improvements, while acting as a trusted advisor and advocate for our customers’ success.

Requirements

Are deeply customer-obsessed and care about delivering real, measurable outcomes for our customers
Take ownership even within ambiguity; if something is broken, you jump in to fix it with anyone telling you to do so
Are highly organized and detail-oriented: you can juggle many customers, priorities, and requests without dropping the ball
Enjoy building from scratch and are excited to define the first CS playbooks, processes, and metrics for a growing team
Are a clear, warm communicator who can simplify complex or messy situations for customers and teammates
Are analytical and metrics-driven — you like tracking performance and using data to prioritize strategy and decision making
Thrive working cross-functionally with operations, product, and engineering to solve problems
Are fluent with modern AI tools (e.g., ChatGPT, Claude) and excited to use them to work faster and smarter
3+ years of relevant experience required

Responsibilities

Own onboarding and implementation end-to-end, ensuring every new customer gets to value and usage quickly
Serve as the primary point of contact and trusted advisor for our customers, building deep relationships with legal, operations, and case teams and becoming their go-to partner
Drive ongoing account engagement, including regular check-ins, business reviews, and tailored product trainings
Monitor and manage customer health by tracking key metrics including usage, turnaround time, and customer satisfaction and proactively step in to unblock risks or delays
Partner closely with Product, Engineering, and Operations to translate customer feedback into clear product requirements, surface bugs or workflow gaps, and help prioritize what we build next
Act as the internal source of truth for the customer by maintaining accurate, up-to-date account context, goals, and status so the broader team can execute effectively
Design and build the foundation of Customer Success at Codes Health, including the first playbooks, onboarding frameworks, communication cadences, and reporting that will scale with the company
Lead product rollouts and feature adoption by communicating new capabilities to customers, driving early usage, and gathering structured feedback to continuously improve the product