[Hiring] Account Manager @ZipLiens

Role Description

We are seeking a dynamic, detail-oriented Account Manager to join our growing Customer Success team. In this role, you will manage the day-to-day relationship for a broad portfolio of personal injury law firms, ensuring a positive customer experience from onboarding through ongoing engagement.

The Account Manager serves as a primary point of contact for our legal professional customers, supporting day-to-day needs, conducting regular check-ins, and driving adoption of Zipliens' services through structured, repeatable engagement across a high volume of accounts. By fostering strong relationships and collaborating with internal teams, you will help build long-term partnerships that drive both customer satisfaction and organizational success.

Responsibilities:

• Customer Management & Engagement
  • Serve as the day-to-day point of contact for a portfolio of assigned firms, addressing inquiries promptly and escalating issues when necessary.
  • Schedule and conduct regular, value-centric customer check-ins to validate account health and strengthen relationships.
  • Manage CRM workflows and sequences to support ongoing customer engagement and account health at scale.
  • Support customer appreciation initiatives, including office visits and customer gifting programs, to foster positive and lasting relationships.
• Data-Driven Insights & Reporting
  • Generate reports and track customer data for assigned accounts.
  • Monitor activity and engagement trends, identifying potential risks or opportunities within the account portfolio.
  • Share qualitative and quantitative observations with your leadership and take follow-up actions to support customer outcomes, escalating accounts that show signs of elevated complexity or risk.
• Customer Onboarding & Training
  • Create and maintain accurate customer records during onboarding.
  • Schedule and deliver user training sessions to ensure effective adoption of the Zipliens portal.
  • Orchestrate strategic, milestone and KPI-driven pilot launch plans on key new or expansion accounts.
• Issue Resolution & Risk Mitigation
  • Identify customer issues and escalate to your leadership when an account's complexity or value exceeds standard scope.
• Cross-Department Collaboration
  • Partner with Sales, Marketing, Lien Resolution, and Tech teams to ensure seamless onboarding, customer engagement, and overall customer satisfaction.
• Event Participation
  • Attend industry events and webinars as needed to represent the company, engage with current customers, and network with potential customers.
• Organizational Support
  • Adapt to evolving customer and business needs.
  • Contribute feedback and recommendations to improve processes and the customer experience.

Qualifications

• 3+ years of experience in customer services, customer management, or sales, preferably within the legal tech, SaaS, or personal injury industry.
• Bachelor's degree required; focus in business, law, or a related field preferred.
• Proficient in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite; advanced CRM experience or certification highly desirable, AI experience a plus.
• Strong communication and interpersonal skills, with the ability to build relationships quickly.
• Excellent organizational skills and attention to detail.
• Comfortable working with customer data and reports to monitor trends and support follow-up actions.
• Ability to conduct effective virtual user training presentations.
• Strong problem-solving skills and the ability to adapt in a fast-paced environment.
• Self-motivated and goal-oriented; team player with a collaborative mindset.
• Ability to travel 10-20%.

Benefits

• Private Health Care Plan (Medical, Dental & Vision)
• Company HSA contributions for HDHP participants
• Flexible Spending Accounts (Health & Dependent Care)
• Company-Paid Short-Term Disability Coverage
• Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options
• 401(k) Plan with Company Match
• Paid Time Off (Vacation, Sick Time & Select Holidays)
• Paid Maternity & Paternity Leave
• Remote-First Work Environment (Flexible Work from Home)

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.