Founding Customer Success Manager
New
Z
ZipliensLien Resolution SaaS
Louisville, Kentucky, United StatesFull-TimeSenior
Salary$100,000 - $136,000 annually
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementArtificial IntelligenceData AnalysisCustomer SuccessSaaSHubSpotAccount Management
Requirements
- 5+ years of experience in Customer Success, account management, or related client-facing roles.
- Meaningful experience at an early-stage SaaS company (seed through Series B).
- Proven track record of building onboarding programs, customer playbooks, and health frameworks from scratch.
- Strong technical aptitude and AI fluency, with the ability to understand AI-driven models and outputs.
- Hands-on experience working with complex, disparate data sets.
- Strong CRM administration experience, specifically with HubSpot or similar tools.
- High ownership and builder mindset with comfort operating in ambiguity.
- Excellent written and verbal communication skills with executive presence.
- Ability to represent Customer Success to internal and law firm leadership.
- Willingness to travel as needed for customer and team engagement.
- Bachelor's degree preferred.
Responsibilities
- Own the customer relationship from sales handoff through kickoff, implementation, configuration, training, and ongoing adoption.
- Perform hands-on data cleanup and ingestion for new customer onboarding.
- Conduct business reviews, manage renewals, and drive expansion within existing accounts.
- Serve as the primary point of contact and escalation owner for operational, technical, or general customer success issues.
- Design and document the customer journey, lifecycle stages, and success methodology.
- Configure HubSpot to support and report on the customer lifecycle.
- Build a customer health framework and create standardized playbooks for onboarding, renewal, and expansion.
- Launch a Voice of Customer program to capture feedback and provide roadmap input to Product.
- Translate AI-driven underwriting model insights into plain language for customer leadership.
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