# Customer Success Lead, Commercial

**Company:** [Codes Health](https://hotfix.jobs/companies/codes-health)
**Location:** Remote
**Role:** Customer Success
**Experience:** 3+ years
**Skills:** Customer Success, CRM, Account Management, Product Usage Analytics, Onboarding, Net Revenue Retention, Voc, Playbooks, SaaS, Smb, Mid-Market
**Posted:** 2026-04-23

> Manages high-volume portfolio of SMB and mid-market law firm customers through onboarding, health monitoring, expansion, and scalable engagement. Balances personalization with automation using analytics and CRM to drive retention and growth.

## Job Description

## What You'll Own
- 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

## What We're Looking For
- 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

**Success Metrics**
- Net Revenue Retention: Retain and grow ARR across the SMB/mid-market portfolio
- Onboarding Completion Rate: Target: 100%+ of new customers through structured onboarding in first 2 weeks
- Quarterly Business Reviews: Quarterly and other relevant check-in’s completed on agreed upon cadence
- At-Risk Intervention Rate: Flagged accounts have an active outreach plan within 5 business days
- Expansion Contribution: Measurable expansion revenue from existing accounts each quarter

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