Customer Success Lead – Commercial

About the role

Codes Health is looking for a Commercial Customer Success Lead to manage a high‑volume portfolio of mid‑market and SMB law firms. You will guide customers through onboarding, ongoing success, and expansion, balancing scalable processes with personal relationships.

Key responsibilities

• Own the full customer lifecycle for 50+ law‑firm accounts, from portal walkthrough to first case submission.
• Run structured onboarding and early‑stage check‑ins within the first two weeks.
• Monitor account health signals (volume trends, login activity, ticket patterns) and proactively engage at‑risk accounts.
• Identify expansion opportunities and drive net‑revenue growth through regular account reviews.
• Build scalable touch‑point sequences (usage nudges, feature announcements) to keep accounts engaged.
• Capture SMB feedback to inform product, operations, and Voice‑of‑Customer programs.
• Partner with Support Lead on recurring ticket themes and help refine CS playbooks.

Required profile

• 3–5 years of B2B Customer Success experience with high‑volume SMB or mid‑market portfolios.
• Proven ability to manage 50+ accounts while delivering personalized service.
• Strong analytical instincts; comfortable using product usage data and CRM signals.
• Excellent written communication for email and portal interactions.
• Experience with playbooks in fast‑moving environments and comfort with ambiguity.

Required skills

• CRM usage for customer tracking and analytics.