Zipliens is a leading lien resolution company that specializes in streamlining the lien process for personal injury law firms. We are looking for proactive, results-driven individuals to join our dynamic team.
We are seeking a dynamic, detail-oriented Account Manager to join our growing Customer Success team. In this role, you will manage the day-to-day relationship for a broad portfolio of personal injury law firms, ensuring a positive customer experience from onboarding through ongoing engagement.
The Account Manager serves as a primary point of contact for our legal professional customers, supporting day-to-day needs, conducting regular check-ins, and driving adoption of Zipliens' services through structured, repeatable engagement across a high volume of accounts. By fostering strong relationships and collaborating with internal teams, you will help build long-term partnerships that drive both customer satisfaction and organizational success.
Requirements
Responsibilities:
Customer Management & Engagement
- Serve as the day-to-day point of contact for a portfolio of assigned firms, addressing inquiries promptly and escalating issues when necessary.
- Schedule and conduct regular, value-centric customer check-ins to validate account health and strengthen relationships.
- Manage CRM workflows and sequences to support ongoing customer engagement and account health at scale.
- Support customer appreciation initiatives, including office visits and customer gifting programs, to foster positive and lasting relationships.
Data-Driven Insights & Reporting
- Generate reports and track customer data for assigned accounts.
- Monitor activity and engagement trends, identifying potential risks or opportunities within the account portfolio.
- Share qualitative and quantitative observations with your leadership and take follow-up actions to support customer outcomes, escalating accounts that show signs of elevated complexity or risk.
Customer Onboarding & Training
- Create and maintain accurate customer records during onboarding.
- Schedule and deliver user training sessions to ensure effective adoption of the Zipliens portal.
- Orchestrate strategic, milestone and KPI-driven pilot launch plans on key new or expansion accounts
Issue Resolution & Risk Mitigation
- Identify customer issues and escalate to your leadership when an account's complexity or value exceeds standard scope.
Cross-Department Collaboration
- Partner with Sales, Marketing, Lien Resolution, and Tech teams to ensure seamless onboarding, customer engagement, and overall customer satisfaction.
Event Participation
- Attend industry events and webinars as needed to represent the company, engage with current customers, and network with potential customers.
Organizational Support
- Adapt to evolving customer and business needs.
- Contribute feedback and recommendations to improve processes and the customer experience.
Qualifications:
- 3+ years of experience in customer services, customer management, or sales, preferably within the legal tech, SaaS, or personal injury industry.
- Bachelor's degree required; focus in business, law, or a related field preferred.
- Proficient in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite; advanced CRM experience or certification highly desirable, AI experience a plus.
- Strong communication and interpersonal skills, with the ability to build relationships quickly.
- Excellent organizational skills and attention to detail.
- Comfortable working with customer data and reports to monitor trends and support follow-up actions.
- Ability to conduct effective virtual user training presentations.
- Strong problem-solving skills and the ability to adapt in a fast-paced environment.
- Self-motivated and goal-oriented; team player with a collaborative mindset.
- Ability to travel 10-20%.
Benefits
- Private Health Care Plan (Medical, Dental & Vision)
- Company HSA contributions for HDHP participants
- Flexible Spending Accounts (Health & Dependent Care)
- Company-Paid Short-Term Disability Coverage
- Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options
- 401(k) Plan with Company Match
- Paid Time Off (Vacation, Sick Time & Select Holidays)
- Paid Maternity & Paternity Leave
- Remote-First Work Environment (Flexible Work from Home)
Pay Disclosure: The total base salary range for this role is $60,000 to $80,000 annually. Final compensation will be determined based on skills and experience.
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.
