Founding Customer Success Lead: Build the Function

Zipliens; United States; Remote; USD 100,000 - 136,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Company HSA contributions

Flexible Spending Accounts (Health & D

Company-Paid Short-Term Disability

Voluntary Long-Term Disability, Life,

401(k) Plan with Company Match

Paid Time Off

Paid Parental Leave

Job summary

Zipliens seeks a founding Customer Success Manager to build and lead the CS function for a new business line. You will own the full customer lifecycle from sales handoff through onboarding, adoption, renewals, and advocacy, shaping processes that scale with the company.

You should thrive in ambiguity and startup settings, creating scalable systems from scratch while serving early customers and aligning with Product, Sales, Marketing, and Leadership.

Qualifications

• 5+ years in Customer Success or related role at an early-stage SaaS company.
• Experience building onboarding programs and customer playbooks from scratch.
• Strong technical aptitude and AI fluency with data.
• Comfortable owning renewals and driving expansion as an IC.
• CRM administration experience (HubSpot or similar).
• Willingness to travel as needed.

Responsibilities

• Own the full customer lifecycle from sales handoff through kickoff, implementation, configuration, training and ongoing adoption.
• Data onboarding: seed a new customer’s system of record with structured data.
• Run business reviews and renewals; support expansion within existing accounts.
• Escalation ownership for customers; ensure timely resolution.
• Design and document customer journey, lifecycle stages, and CS methodology.
• Build playbooks and health framework; configure HubSpot for lifecycle reporting.
• Launch VoC program and translate feedback into product and leadership actions.
• Collaborate with Sales, Marketing, Operations, Finance, and Leadership.

Skills

Customer Success

Onboarding programs

AI fluency

CRM administration

Ownership mindset

Education

Bachelor's degree

Tools

HubSpot

Job description

Zipliens seeks a founding Customer Success Manager to build and lead the CS function for a new business line. You will own the full customer lifecycle from sales handoff through onboarding, adoption, renewals, and advocacy, shaping processes that scale with the company.

You should thrive in ambiguity and startup settings, creating scalable systems from scratch while serving early customers and aligning with Product, Sales, Marketing, and Leadership.