Customer Success Manager

About the role

The Customer Success Manager at Codes Health 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 role involves owning customer relationships end-to-end, from onboarding and implementation through renewal and expansion, while also creating the foundational elements of the Customer Success function.

Responsibilities

• 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

Requirements

• 3+ years of relevant experience
• Deeply customer-obsessed and able to deliver real, measurable outcomes for our customers
• Highly organized and detail-oriented, able to juggle many customers, priorities, and requests without dropping the ball
• Analytical and metrics-driven, enjoying tracking performance and using data to prioritize strategy and decision making
• Fluent with modern AI tools and excited to use them to work faster and smarter
• Willing to take ownership even within ambiguity; if something is broken, you jump in to fix it with anyone telling you to do so
• Willing to build from scratch and excited to define the first CS playbooks, processes, and metrics for a growing team
• A clear, warm communicator who can simplify complex or messy situations for customers and teammates
• Willing to work cross-functionally with operations, product, and engineering to solve problems

Qualifications

• Fluent with modern AI tools (e.g., ChatGPT, Claude) and excited to use them to work faster and smarter
• Willing to work cross-functionally with operations, product, and engineering to solve problems

Benefits

• Competitive base salary
• Early-stage equity opportunity
• 15 days PTO
• Healthcare, Vision, and Dental Insurance
• Benefits and a setup that works for you

Pay

$90K - $160K

Schedule

Full-time | In-person