Customer Success Lead, Enterprise

About the role

Codes Health is building an AI‑driven platform that speeds up medical record retrieval for law firms and healthcare providers. As the Enterprise Customer Success Lead, you will own a portfolio of high‑value law‑firm accounts, guiding them from onboarding through ongoing adoption and growth.

Key responsibilities

• Own a portfolio of enterprise accounts, driving adoption, health, and expansion.
• Lead structured onboarding, including platform training, first case submission, and workflow integration.
• Conduct regular business reviews (QBRs) and executive check‑ins to surface value and identify growth opportunities.
• Maintain documented account health status, flag at‑risk accounts, and lead recovery plans.
• Drive expansion through upsells, new practice areas, offices, and service lines.
• Advocate for customers internally, routing feedback to product, operations, and leadership.
• Build and iterate scalable playbooks for onboarding, QBRs, renewals, and escalations.
• Collaborate with the Support Lead to resolve enterprise escalations with white‑glove service.

Required profile

• 4–7 years of B2B Customer Success or Account Management experience, preferably in legal tech, healthcare tech, or document/workflow SaaS.
• Proven track record managing enterprise accounts with strong net revenue retention and expansion results.
• Executive presence and comfort running QBRs with senior partners and administrators.
• Highly organized and process‑oriented, able to build playbooks and scalable processes.
• Strong instincts for identifying expansion signals and converting them into revenue.
• Comfortable thriving in an early‑stage environment and building structure proactively.

Required skills

• Experience with CRM/Customer Success platforms such as Salesforce, HubSpot, or Gainsight.