Customer Success Lead

At Codes Health, we are building the modern platform for medical record retrieval. Legacy record retrieval is notoriously slow and unreliable; our system uses AI to deliver decision-ready records much faster and more accurately.

Started just over a year and a half ago, our volume is doubling MoM with a clear path to category leadership. We support practices ranging from Plaintiff Law to Specialty Healthcare. We are a well-funded, rapidly growing team focused on growing 100x from where are today.

Our mission is to automate record retrieval, which will only be achieved through innovative engineering and relentless execution.

Customer Success Lead — (New York, NY)

Full-time | In-person or Remote | 3+ years of relevant experience required

As the founding Customer Success Lead at Codes Health, you will build and lead the function that ensures our customers experience clarity, speed, and trust in a process that is often opaque and frustrating. This is a highly strategic and hands-on role: you will own customer relationships end-to-end, from onboarding and implementation through renewal and expansion, while simultaneously creating the playbooks, processes, and feedback loops that enable us to scale. Sitting at the intersection of operations, product, and customer outcomes, you will partner closely with operations and engineering to translate real customer needs into product improvements, while acting as a trusted advisor and advocate for our customers’ success.

• Own onboarding and implementation end-to-end, ensuring every new customer gets to value and usage quickly

• Serve as the primary point of contact and trusted advisor for our customers, building deep relationships with legal, operations, and case teams and becoming their go-to partner

• Drive ongoing account engagement, including regular check-ins, business reviews, and tailored product trainings

• Monitor and manage customer health by tracking key metrics including usage, turnaround time, and customer satisfaction and proactively step in to unblock risks or delays

• Partner closely with Product, Engineering, and Operations to translate customer feedback into clear product requirements, surface bugs or workflow gaps, and help prioritize what we build next

• Act as the internal source of truth for the customer by maintaining accurate, up-to-date account context, goals, and status so the broader team can execute effectively

• Design and build the foundation of Customer Success at Codes Health, including the first playbooks, onboarding frameworks, communication cadences, and reporting that will scale with the company

• Lead product rollouts and feature adoption by communicating new capabilities to customers, driving early usage, and gathering structured feedback to continuously improve the product

You’ll be a great fit if you:

• Are deeply customer-obsessed and care about delivering real, measurable outcomes for our customers

• Take ownership even within ambiguity; if something is broken, you jump in to fix it with anyone telling you to do so

• Are highly organized and detail-oriented: you can juggle many customers, priorities, and requests without dropping the ball

• Enjoy building from scratch and are excited to define the first CS playbooks, processes, and metrics for a growing team

• Are a clear, warm communicator who can simplify complex or messy situations for customers and teammates

• Are analytical and metrics-driven — you like tracking performance and using data to prioritize strategy and decision making

• Thrive working cross-functionally with operations, product, and engineering to solve problems

• Are fluent with modern AI tools (e.g., ChatGPT, Claude) and excited to use them to work faster and smarter

You’ll join a team that combines deep operational expertise with modern technology to rebuild a broken process. Your work will directly accelerate how quickly law firms settle and healthcare practices deliver care. This is a role with tremendous amounts of ownership, and, in parallel, opportunities for growth.

As our founding Customer Success Manager, you will help define what ‘good’ looks like within and outside of the company. To our customers, you will be the first person they turn to. To the team, you will be the voice and advocate for the customer within the company. You will work closely with leadership, product, and engineering to shape what we build and how we scale, laying the foundation for a customer success function that grows with the company.

• Competitive base salary

• Early-stage equity opportunity

• 15 days PTO

• Healthcare, Vision, and Dental Insurance

• Benefits and a setup that works for you