Director of Client Success

Job Type: Full-Time

Location: Remote 

About Us: Zipliens is a leading lien resolution company specializing in streamlining the lien resolution process for personal injury law firms. 

Job Description: We are seeking a personable, dynamic, and detail-oriented Director of Client Success to join our growing team. The Director of Client Success is responsible for leading and enhancing the client experience and ensuring clients achieve their desired outcomes when utilizing Zipliens’ services. This role involves strategic leadership, team management, and direct engagement with clients both virtually, in person, and at events, to foster long-term relationships and drive customer satisfaction. 

You will work closely with inside sales, marketing, and lien resolution teams to ensure a cohesive approach to overall client satisfaction, contributing directly to the success of our business.

Requirements

Responsibilities:

Leadership & Strategy

• In conjunction with VP of Client Success and VP of Single Event & General Counsel , develop and implement a client success strategy aligned with company goals
• Lead and mentor the Client Success team, fostering a culture of accountability and excellence
• Set and track key performance indicators (KPIs) to measure team effectiveness and client satisfaction

Client Relationship Management

• Build and maintain strong relationships with key clients to understand their needs and ensure satisfaction
• Conduct regular check-ins and business reviews to assess client health and uncover growth opportunities
• Act as a primary point of contact for escalated client issues, ensuring timely resolution

Performance Analysis

• Regularly assess and report on client success metrics and program effectiveness
• Implement continuous improvement initiatives based on analysis of client outcomes and satisfaction

Onboarding & Training

• Oversee the general client onboarding process to ensure a smooth transition and adoption of Zipliens’ services
• Develop training materials and resources to educate clients on product features and best practices

Customer Insights & Feedback

• Analyze client feedback and usage data to identify trends and areas for improvement
• Advocate for clients' needs internally to drive enhancements in products and services

Qualifications:

• 5+ years of experience in client services, client management, or sales, ideally within the personal injury industry or legal tech space
• Bachelor’s Degree required. Focus in business, law, or a related field is preferred
• Strong leadership, communication, and interpersonal skills, with the ability to build relationships quickly
• Proficient in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite
• Experience performing business analysis from data reports
• Ability to travel up to 20%

Benefits

• Private Health Care Plan (Medical, Dental & Vision)
• Company-Paid Short-Term Disability Coverage
• 401K Plan with a company match
• Paid Time Off (Vacation, Sick & Select Holidays)
• Maternity & Paternity leave
• Ability to work from home
  

Pay Disclosure: In the states of CA, CO, CT,NV, NY, RI, WA, the salary range for this role is $100,000 - $138,000 annually. Final compensation will be determined based on skills and experience.