Founding Customer Success Manager

Zipliens is a leading lien resolution company specializing in streamlining the lien process for personal injury law firms. The company works closely with law firms and has built deep expertise in the personal injury ecosystem.

We are seeking a founding Customer Success Manager to build and lead the Customer Success function for a new business line at Zipliens. We are looking for a builder who is excited to shape the function from the ground up while simultaneously serving our earliest customers.

This is not a traditional Customer Success Manager, Account Manager, Support, or Implementation role. Reporting directly to the Vice President of Strategic Initiatives, you will own the full customer lifecycle, from sales handoff through kickoff, implementation, configuration, training, adoption, customer health, business reviews, renewals, expansion, and advocacy, while building the systems and processes behind it.

You should be comfortable with ambiguity, energized by startup environments, and ready to build scalable systems from scratch rather than step into a mature book of business.
Year 1, you will focus on:

- Document the customer journey and launch standardized onboarding.

- Stand up a customer health framework and reporting cadence.

- Build the initial playbooks: onboarding, renewal, expansion, and business reviews.

- Launch a Voice of Customer process that feeds Product roadmap decisions.

- Configure HubSpot to run and report on the full customer lifecycle.

- Document a foundation ready to support the next Customer Success hire.

Requirements
Responsibilities:
Customer Lifecycle Ownership

- Full Lifecycle Management: Own the customer relationship from sales handoff through kickoff, implementation, configuration, training, and ongoing adoption.

- Data Onboarding: Run the hands-on data cleanup that seeds a new customer’s system of record, ingesting scattered spreadsheets, financials, and legacy systems into structured, trustworthy data from day one.

- Business Reviews & Renewals: Run business reviews, own the renewal process, and support expansion within existing accounts.

- Escalation Ownership: Serve as the primary point of contact and escalation owner (operational, technical, or general CX) for customers, ensuring timely resolution.

Function & Systems Building

- Journey Design: Design and document Kandula's customer journey, lifecycle stages, and Customer Success methodology.

- Playbook Creation: Build a customer health framework, onboarding program, and playbooks for kickoff, renewal, expansion, and business reviews from the ground up.

- CRM Configuration: Configure HubSpot to support and report on the customer lifecycle.

- Documentation: Create the knowledge base, internal documentation, and operational reporting that let the function run without depending on one person's memory.

- KPI Ownership: Define Customer Success KPIs and build the reporting cadence that connects customer health to renewal and expansion outcomes.

Voice of Customer & Product Partnership

- VoC Program: Launch and own a Voice of Customer program that captures customer feedback systematically, not anecdotally.

- Roadmap Input: Partner with Product on adoption blockers, feature prioritization, and roadmap input grounded in real usage.

- Insight Translation: Translate customer sentiment into clear, prioritized recommendations for Product and leadership.

- Model Legibility: Translate what the AI-driven underwriting model is doing into plain language firm leadership can act on, reinforcing trust in the intelligence layer.

Cross-Functional Partnership

- Sales: Improve handoff quality, identify expansion signals, and share customer intelligence.

- Marketing: Source customer stories, references, testimonials, and educational content.

- Operations: Improve customer-facing workflows and build for scalability.

- Finance: Support renewal forecasting and commercial planning.

- Leadership: Report customer health and bring strate