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Codes Health is building a modern AI-powered platform for medical record retrieval, replacing legacy systems that are slow and unreliable. Founded just over 18 months ago, the company is doubling month-over-month volume with a clear path to category leadership, serving major law firms and specialty healthcare providers.
You will own the performance and success of Codes Health's largest accounts, managing thousands of in-flight requests at any given time. This hybrid customer success and operations role sits at the center of critical customer relationships and requires equal comfort with high-level account strategy and detailed operational execution.
Key responsibilities include:
- Own account-level performance metrics: usage, turnaround time, request health, and efficiency
- Serve as primary operator and strategic partner for major customers
- Proactively audit, track, and triage problematic record requests before escalation
- Build deep understanding of each customer's workflow, priorities, and pain points, translating insights into action
- Manage records specialists and establish programmatic tracking for request health and operational performance
- Partner with operations and product teams to relay customer feedback, identify friction points, and improve customer experience
- Conduct regular strategic check-ins with key accounts on performance, product feedback, and usage expansion opportunities
You will work directly with the COO and have visibility and impact across operations, customer success, and product. This role offers tremendous ownership and meaningful growth opportunities as the company scales through hyper-growth.
REQUIREMENTS:
- 2+ years of relevant experience in consulting, banking, customer success, operations, or high-growth startups
- Top-tier operator with polished communication skills; you will be in constant communication with customers and internal stakeholders
- Obsessed with details and able to move fluidly between big-picture strategy and granular execution
- Highly organized and dependable; capable of managing many moving pieces without letting things slip
- Technical or technical-adjacent capability: able to build quick automations, tooling, dashboards, or SQL queries, or eager to learn
- Comfortable operating with urgency in high-stakes environments where customers expect responsiveness and follow-through
- Energized by ownership; you like seeing the full picture, catching what others miss, and making things happen
