[Hiring] VP of Customer Success @ZipLiens

Role Description

We are seeking a VP of Customer Success to lead and scale the Customer Success organization as Zipliens grows across verticals and new business lines. Reporting to the Chief Customer Officer, this role owns the full post-sale lifecycle:

• Onboarding
• Adoption
• Ongoing engagement
• Retention
• Expansion

You will lead two directors at hire, Director of Customer Success and Director of Onboarding & Enablement, and you will own the organizational design of the function as the book of business scales. This is a builder's seat with a mature-operator bar. The playbooks, health framework, coverage model, documentation, tech stack, and reporting cadence are yours to define and maintain, and you carry the numbers that come out of them.

You will partner closely with Lien Resolution Operations, Product, Finance, Sales, Marketing, and our vertical business lines to deliver a consistent, high-value customer experience across every segment we serve.

In your first year, you will focus on:

• Working with the Director of Customer Success on the departmental operating model, including coverage, segmentation, escalation paths, and decision rights.
• Standing up a single retention and expansion forecast, built with Finance.
• Working with the Director of Onboarding & Enablement to bring onboarding to a packaged, measurable approach.
• Building the org plan for the function: capacity model, hiring sequence, role definitions, and a career path.
• Taking over the Voice of Customer and health-scoring rhythm that feeds Product prioritization.
• Extending the Customer Success operating model beyond single-event injury to support additional business lines.

Qualifications

• 7+ years in customer success, account management, or client services within B2B SaaS or tech-enabled services.
• 5+ years leading a customer-facing function through a growth stage.
• Demonstrated experience managing managers, including at least one director-level report.
• Track record as the named owner of retention and expansion targets.
• Experience building or materially rebuilding a Customer Success operating model.
• Experience standing up or scaling an onboarding, implementation or professional services function.
• Proven ability to operate without an existing playbook.
• Strong data fluency, including business analysis from reports.
• Proficiency with CRM systems (e.g., HubSpot, Salesforce) and reporting tools.
• Bachelor's degree required; focus in business, law, or a related field is preferred.
• Experience in legal services, personal injury, or litigation-adjacent technology is strongly preferred.
• Ability to travel up to 40%.

Requirements

• Function Leadership & Organizational Design
• Function Ownership: Own Customer Success strategy, execution, and outcomes.
• Leading Leaders: Lead, coach, and develop a director-level team.
• Org Design & Capacity Planning: Own organizational design, coverage and segmentation models.
• Operating Cadence: Define and run the operating rhythm of the department.
• Retention, Expansion & Portfolio Accountability
• Target Ownership: Own retention-related KPI’s and expansion targets.
• Portfolio Health: Own overall portfolio health & modeling.
• Forecasting: Partner with Finance on renewal and expansion forecasting.
• Commercial Partnership: Contribute customer evidence to pricing and packaging.
• Onboarding & Time to Value
• Onboarding Standards: Own the onboarding experience.
• Time to Value: Establish time to value and early-adoption measures.
• Handoff Quality: Own the quality of the sales-to-onboarding handoff.
• Customer Experience & Engagement
• Engagement Model: Define the engagement model by segment.
• Executive Sponsorship: Serve as executive sponsor for strategic relationships.
• Voice of Customer: Own a structured Voice of Customer program.
• Process, Documentation & Enablement
• Documentation Ownership: Oversee the buildout and ongoing maintenance of playbooks.
• Systems of Record: Own HubSpot configuration and reporting.
• Enablement: Ensure the team is trained to a defined standard.
• Cross-Functional Partnership
• Product: Partner on adoption blockers and roadmap input.
• Lien Resolution Operations: Partner with Operations leadership.
• Sales: Partner on handoff quality and customer advocacy.
• Marketing: Partner with Marketing on go-to-market enablement.
• Business Lines: Serve as the Customer Success partner to all verticals.

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 Parental Leave