Chief Customer Officer at ZipLiens

ZipLiens, a private equity-backed leader in lien resolution and mass tort services, is seeking a high-impact Chief Customer Officer (CCO). This executive role is 100% remote (US-based) and reports directly to the Founder/CEO. As ZipLiens transitions into a tech-first comprehensive legal services platform in 2026, the CCO will be the architect of the client success strategy, ensuring long-term value for law firms nationwide.

The Role: Executive Leadership & Strategy

The CCO will own the entire client lifecycle: onboarding, adoption, retention, and advocacy. This is not just a management role; it is a builder role designed for a leader who excels at creating disciplined systems and scaling high-performing teams in a fast-paced, startup environment.

Key Responsibilities

• Scaling Client Success: Design and implement scalable playbooks, KPIs, and reporting frameworks, including a sophisticated client health scoring model.
• Product Rollout: Lead the client-side strategy for major platform changes and new features, overseeing communication, training, and adoption tracking.
• Revenue Ownership: Directly manage Net Revenue Retention (NRR), gross retention, and expansion performance to drive predictable revenue growth.
• Strategic Segmentation: Develop a client segmentation model with tiered service levels to optimize resource allocation.
• Team Development: Recruit, coach, and mentor a high-performing Client Success team, fostering a culture of accountability and excellence.
• Executive Reporting: Present portfolio health, systemic risks, and strategic opportunities to the senior leadership team and stakeholders.

Candidate Requirements

Experience & Technical Expertise

• Proven Track Record: 10–15+ years of experience in client success or account management, with a heavy emphasis on leadership and scaling functions from the ground up.
• CRM Mastery: Deep expertise in operationalizing CRM platforms like Salesforce, HubSpot, Gainsight, or ChurnZero as strategic growth tools.
• Startup DNA: Comfortable in a PE-backed, high-velocity environment where measurable results and rapid scaling are the standard.
• Metrics-Driven: Fluent in retention metrics, expansion, NPS/CSAT, and product adoption data.

Qualifications & Logistics

• Education: Bachelor’s degree required.
• Travel: Ability to travel up to 20% for strategic meetings and team alignment.
• Work Authorization: Must be authorized to work in the U.S. without sponsorship.
• Bonus Points: Previous experience in the legal industry or hands-on experience with Revenue and Business Development functions.

Compensation & Benefits

• C-Level Salary: A competitive base salary commensurate with the strategic importance of the role.
• Variable Incentive: Performance-based compensation tied to NRR, client satisfaction, and product adoption milestones.
• Incentive Plan: Inclusion in the Executive Incentive Plan and a comprehensive benefits package.

About ZipLiens

ZipLiens is a fast-growing partner to law firms, specializing in simplifying complex legal service workflows. With significant product enhancements slated for 2026, the company is moving toward a “tech-first” model, making this a pivotal time to join the executive team.

How to Apply

Qualified leaders ready to define the next chapter of ZipLiens client success can apply through the official job portal below.