Founding Customer Success Manager (Remote)

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.