# Customer Success Lead, Enterprise

**Company:** [Codes Health](https://hotfix.jobs/companies/codes-health)
**Location:** Remote
**Role:** Customer Success
**Experience:** 4+ years
**Skills:** Salesforce, HubSpot, Gainsight, Customer Success, Account Management, QBRs, Onboarding, Net Revenue Retention, Nrr, CRM, Cs Platforms
**Posted:** 2026-04-23

> Owns portfolio of enterprise law firm accounts post-sale, leading onboarding, QBRs, expansion, and account health to drive NRR and growth. Requires 4-7 years B2B CS/account management experience, ideally in legal/healthcare SaaS, with CRM proficiency.

## Job Description

## What You'll Own
- Own a portfolio of enterprise accounts starting post-sale, from building key relationships to maintaining account health
- Lead structured onboarding for new enterprise customers — platform training, first case submission, integration into firm workflows
- Conduct regular business reviews (QBRs) and executive check-ins to surface value, resolve friction, and identify growth opportunities
- Maintain documented account health status for every firm in your portfolio; flag at-risk accounts and lead recovery plans
- Own expansion within your book: upsell volume, additional practice areas, additional offices, and new service lines
- Be the customer's advocate internally — route feedback to product, operations, and leadership and close the loop with customers on outcomes
- Build and iterate on scalable playbooks for onboarding, QBRs, renewals, and escalations
- Collaborate with the Support Lead to ensure enterprise escalations are resolved quickly and with white-glove service

## What We're Looking For
- 4–7 years of B2B Customer Success or Account Management experience, ideally in legal tech, healthcare tech, or a document/workflow SaaS
- Demonstrated track record managing enterprise accounts with strong NRR and expansion results
- Executive presence — comfortable running QBRs with partners and firm administrators
- Highly organized, process-oriented: you build playbooks, not just relationships
- Strong instincts for identifying expansion signals and converting them into revenue
- Experience with CRM / CS platforms (**Salesforce**, **HubSpot**, **Gainsight**, or equivalent)
- Comfortable in an early-stage environment — you can build structure without waiting to be told

## Success Metrics
- Net Revenue Retention: Retain and grow ARR within your portfolio
- Onboarding Completion: 100% of enterprise customers complete structured onboarding within 2 weeks
- QBR Cadence: All enterprise accounts on a regular review schedule (quarterly minimum)
- Account Health Coverage: Every account has a documented health status; zero surprise churns
- Expansion Pipeline: Active expansion opportunities identified and progressed each quarter

## Similar roles

- [Enterprise Customer Success Manager](https://hotfix.jobs/jobs/b9e66c64-5733-42d0-babc-148b35e32cea) - Sigma - Boston, MA - $132k – $165k/yr
- [Senior Customer Success Manager | US Remote](https://hotfix.jobs/jobs/47a1f2e3-047f-401d-9da5-bd9273322b53) - n8n - Remote
- [Senior Customer Success Manager](https://hotfix.jobs/jobs/30940e5d-6024-46d5-8913-70135336861f) - MongoDB - Austin, TX - $97k – $190k/yr
- [Customer Operations Lead](https://hotfix.jobs/jobs/0457c697-335d-4969-9393-5c6aee5fab3c) - hud - San Francisco, CA
- [Customer Success Lead](https://hotfix.jobs/jobs/370ee442-2a39-433b-9228-b6817036b835) - Notable - Remote - $136k – $170k/yr

**Apply:** https://hotfix.jobs/jobs/e49435a8-6ad7-4329-a34d-a11e279f54f3
**Canonical:** https://hotfix.jobs/jobs/e49435a8-6ad7-4329-a34d-a11e279f54f3