VP of Customer Success ( Remote

Zipliens is a leading lien resolution company that specializes in streamlining the lien resolution process for personal injury law firms. We are looking for proactive, results‑driven individuals to join our dynamic team.

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, and expansion, along with the operating infrastructure that makes those outcomes repeatable.

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:

• Work with the Director of Customer Success on the departmental operating model, including coverage, segmentation, escalation paths, and decision rights, so issues resolve at the right level without executive intervention
• Stand up a single retention and expansion forecast, built with Finance, that the executive team can plan against
• Work with the Director of Onboarding & Enablement to bring onboarding to a packaged, measurable approach across standard, pilot, and custom engagements, with time to value as a tracked KPI
• Build the org plan for the function: capacity model, hiring sequence, role definitions, and a career path that develops team members into stronger operators
• Take over the Voice of Customer and health‑scoring rhythm that feeds Product prioritization with evidence rather than anecdote
• Extend the Customer Success operating model beyond single‑event injury to support additional business lines without duplicating infrastructure

• Function Ownership:
  Own Customer Success strategy, execution, and outcomes across the full customer portfolio, translating company objectives into departmental targets and operating plans
• Leading Leaders:
  Lead, coach, and develop a director‑level team, holding a clear performance bar and building the next layer of leadership underneath it
• Org Design & Capacity Planning:
  Own organizational design, coverage and segmentation models, workforce planning, employee development & growth pathing, and the hiring sequence for the function as the customer base scales
• Operating Cadence:
  Define and run the operating rhythm of the department: goal setting, business reviews, forecast reviews, and reporting to the executive team

• Target Ownership:
  Own retention‑related KPI's (conversion and realization rates) and expansion targets in partnership with the Chief Customer Officer and Finance
• Portfolio Health:
  Own overall portfolio health & modeling, including proactive identification of systemic retention risk and the cross‑functional plans to mitigate it
• Forecasting:
  Partner with Finance on renewal and expansion forecasting, with health and adoption data as the leading indicators behind the numbers
• Commercial Partnership:
  Contribute customer evidence to pricing, packaging, and renewal terms, and partner with Sales & Partnerships on expansion and referral motions

• Onboarding…