Customer Success Lead, Commercial

Codes Health

Customer Success Lead managing a portfolio of SMB and mid-market law firms for Codes Health. Focused on onboarding, retention, and expansion of customer relationships.

Posted 4/23/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B Customer Successaccount managementdata analysisCRM usageplaybook developmentcustomer onboardingcustomer engagementaccount health monitoringexpansion opportunity identificationfeedback capture

Soft Skills

analytical instinctswritten communicationrelationship buildingpersonalizationadaptabilityproblem-solvingorganizational skillsproactive outreachscalabilitycollaboration