Chief Customer Officer
Location: Remote (US Only)
About Us
Zipliens is a fast-growing, PE-backed leader in lien resolution and mass tort services, partnering with law firms nationwide. We are transforming from a tech-enabled service provider into tech-first comprehensive legal services platform, with significant product enhancements planned for 2026. We are looking for an experienced, results-driven leader to help us scale.
The Role
We are hiring a Chief Customer Officer to evolve and lead our client success function. This is a high-impact executive leadership role for someone who thrives on building and elevating customer organizations through disciplined systems, performance KPIs, and scalable team development. You will own the full client lifecycle—onboarding, adoption, retention, expansion, and advocacy—across a large and growing base of law firm clients.
You will build and own the customer systems strategy and frameworks, build and develop high-performing teams, and lead the client-side rollout of major platform changes. You will work cross-functionally with all teams to ensure clients consistently realize value from Zipliens’ services. This role reports directly to the Founder/CEO.
Responsibilities
- Lead the evolution and scaling of the client success function: design and implement scalable processes, playbooks, KPIs, reporting and analysis, and develop a client health scoring model.
- Own the client-side rollout of new product features and platform changes, including communication planning, training, adoption tracking, and feedback collection.
- Design a client segmentation model with tiered service levels.
- Lead, coach, grow, and develop the Client Success team, ensuring accountability, performance, and consistent delivery standards.
- Own net revenue retention (NRR), gross retention, and expansion performance across the client portfolio, ensuring predictable and durable revenue growth.
- Report client portfolio performance, risks, and strategic opportunities to the senior leadership team.
- Own overall client portfolio health, including proactive identification of systemic retention risks and cross-functional mitigation strategies.
Requirements
- 10–15+ years of experience in client success, customer success, or account management and leadership, with a strong emphasis on building teams and scaling the function.
- Proven experience in establishing and operationalizing a client success infrastructure in a high-growth, startup environment from scratch
- Deep CRM expertise (Salesforce, HubSpot, Gainsight, ChurnZero, or equivalent) with experience implementing and operationalizing CRM systems as a strategic tool.
- Experience managing the client-side rollout of new products, platform changes, or technology migrations.
- Experience in a go-to-market environment where everything is scaling fast
- Metrics-driven approach with fluency in retention, expansion, NPS/CSAT, and product adoption metrics.
- Comfortable in a PE-backed, fast-moving startup environment with high expectations for measurable results.
- A Bachelor’s degree is required.
- Ability to travel up to ~20%.
- Work Authorization: Applicants must be authorized to work in the United States without the need for employer-sponsored visa support now or in the future.
Preferred Qualifications:
- Legal industry experience is a plus.
- Hands-on experience with Revenue and Business Development functions.
Compensation
- Competitive base salary commensurate with experience.
- Performance-based variable compensation tied to client retention, net revenue retention, client satisfaction (NPS/CSAT), and product adoption milestones.
- Total compensation reflects the C-level scope and strategic importance of the role.
- Executive Incentive Plan
Benefits
- Comprehensive Health Benefits (Medical, Dental, and Vision)
- HSA with employer contributions, FSA, and Dependent Care FSA
- Company-Paid Life Insurance and Short-Term Disability
- 401(k) Plan with Company Match
- Paid Time Off (Vacation, Sick Leave, and Select Holidays)
- Maternity and Paternity Leave
- Remote work stipend