Chief Customer Officer

Zipliens is a fast-growing, PE-backed leader in lien resolution and mass tort services for law firms nationwide, evolving into a tech-first legal services platform. The Chief Customer Officer will lead and scale the client success organization and own the full client lifecycle to drive retention, expansion, and client value realization.

• Lead the evolution and scaling of the client success function by designing and implementing scalable processes, playbooks, KPIs, reporting/analysis, and 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 and implement a client segmentation model with tiered service levels.
• Lead, coach, and develop the Client Success team with strong accountability, performance management, and consistent delivery standards.
• Own net revenue retention (NRR), gross retention, and expansion performance to ensure predictable, durable revenue growth.
• Report client portfolio performance, risks, and strategic opportunities to senior leadership.
• Monitor overall portfolio health, proactively identify systemic retention risks, and drive cross-functional mitigation strategies.

• 10–15+ years of experience in client success/customer success/account management with leadership responsibility and a strong emphasis on building and scaling teams.
• Proven experience establishing and operationalizing customer/client success infrastructure from scratch in a high-growth startup environment.
• Deep CRM expertise (e.g., Salesforce, HubSpot, Gainsight, ChurnZero) including implementing and operationalizing CRM systems strategically.
• Experience managing client-side rollout of new products, platform changes, or technology migrations.
• Experience in a fast-scaling go-to-market environment.
• Metrics-driven approach with fluency in retention, expansion, NPS/CSAT, and product adoption metrics.
• Comfortable operating in a PE-backed, fast-moving startup environment with high expectations for measurable results.
• Bachelor’s degree required.
• Authorized to work in the United States without employer-sponsored visa support now or in the future.
• Preferred: legal industry experience; hands-on experience with Revenue and Business Development functions.

• Location: Remote (US only).
• Travel: up to 20%.
• Compensation: competitive base salary (not specified) plus performance-based variable compensation tied to retention, NRR, NPS/CSAT, and product adoption milestones; Executive Incentive Plan.
• Benefits: medical, dental, and vision; HSA with employer contributions; FSA and Dependent Care FSA; company-paid life insurance and short-term disability; 401(k) with company match; paid time off (vacation, sick leave, select holidays); maternity and paternity leave; remote work stipend.