Chief Customer Officer

Overview of ZipLiens

ZipLiens is a rapidly expanding company known for being a leader in lien resolution and mass tort services. The company works in partnership with law firms across the United States and is backed by private equity, indicating robust financial support for its ongoing growth and objectives.

Job Title and Role

The position being offered is that of Chief Customer Officer. This executive role is pivotal for shaping and leading their client success function. The candidate will be responsible for overseeing the entire client lifecycle, which includes onboarding, retention, expansion, and advocating for a growing client base of law firms. This is a full-time role designed for someone who thrives in a high-impact environment and is enthusiastic about elevating customer organizations through disciplined systems and KPIs.

Responsibilities

One of the key responsibilities of the Chief Customer Officer includes leading the transformation of the client success function. This involves:

• Designing scalable processes, playbooks, reporting mechanisms, and KPI development.
• Implementing strategies for the client-side rollout of new product features and platform changes.
• Developing a model for client segmentation based on tiered service levels.
• Leading and mentoring the Client Success team to ensure accountability and high performance.
• Owning performance metrics such as net revenue retention (NRR) and ensuring predictable and sustainable revenue growth.

Additionally, the Chief Customer Officer must proactively identify risks related to client retention and collaborate with other departments to develop mitigation strategies.

Required Skills

To be eligible for this role, candidates must meet specific requirements, including:

• 10-15+ years of experience in client success, customer success, or account management, specifically focusing on leadership and building effective teams.
• Demonstrated experience in setting up a client success infrastructure in fast-paced, startup environments.
• Deep expertise in CRM systems such as Salesforce, HubSpot, Gainsight, or similar platforms, with experience in operationalizing these systems strategically.
• Experience in managing the rollout of new products or technology migrations from a client perspective.
• Familiarity with metrics that matter, including retention, expansion, NPS/CSAT, and product adoption.
• A Bachelor's degree is a requirement.
• Willingness to travel up to 20% is also expected.

Preferred qualifications include:

• Experience in the legal industry, which would be a plus.
• Hands-on knowledge in revenue and business development functions.

Compensation and Benefits

The compensation package for the Chief Customer Officer role is competitive and commensurate with experience. It includes:

• A base salary that reflects the strategic importance of the role within the organization.
• Performance-based variable compensation linked to metrics such as client retention, net revenue retention, and client satisfaction.
• Additional benefits include:
  • Comprehensive Health Benefits such as Medical, Dental, and Vision.
  • Health Savings Account (HSA) with employer contributions and Flexible Spending Account (FSA).
  • Company-paid life insurance and short-term disability.
  • 401(k) plan with a company match.
  • Paid Time Off for vacations and sick leave, along with select holidays, maternity, and paternity leave.
  • A remote work stipend to support home office setups.

Working Environment

This role is executed in a remote working environment, allowing potential candidates to operate from anywhere in the United States. Working for ZipLiens means being part of an organization that is on the cutting edge of legal technology and services, positioning itself as a tech-first comprehensive legal services platform.

In conclusion, being a Chief Customer Officer at ZipLiens presents an exciting opportunity for an experienced leader in client success and organizational growth. Candidates eager to innovate client relations, design scalable systems, and lead talented teams will find a rewarding career path here, along with competitive compensation and comprehensive benefits.

This job offer was originally published on himalayas.app