Chief Customer Officer

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 Originally posted on Himalayas