Customer Success Lead, Commercial

🕒 April 23

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Codes Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

Artificial Intelligence • SaaS • B2B

Codes Health is a company that provides a legal-grade AI platform and services to automate medical record retrieval, review, and case chronologies for law firms handling pre-litigation matters. It combines automated retrieval and follow-ups, AI-powered extraction and error-checking, and human verification (nurses/paralegals) to surface diagnoses, treatments, and billing details, helping attorneys find hidden facts, reduce rejections, and settle cases faster. The product is targeted at personal injury, mass tort, medical malpractice, workers' compensation, and related litigation practices.

📋 Description

• 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

• 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

• Flexible work arrangements