Founding Customer Success Leader for SaaS Startup

Zipliens; Northern (KY); Hybrid; USD 100,000 - 136,000; Full time

Benefits offered by this job

Private Health Care Plan

Company-Paid Short-Term Disability

401(k) Plan with Company Match

Paid Time Off

Paid Parental Leave

HSA contributions

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 kickoff, implementation, training, adoption, renewals, and advocacy, while creating scalable processes.

You’ll design the customer journey, implement a health framework, and stand up playbooks for onboarding, renewal, expansion, and business reviews, partnering with product on VoC and roadmap input.

Qualifications

• 5+ years of experience in Customer Success, account management, or a related client-facing role, ideally at an early-stage SaaS company (seed through Series B).
• Experience building onboarding programs, customer playbooks, and a customer health framework from scratch.

Responsibilities

• Own the full customer lifecycle from sales handoff through kickoff, implementation, training, adoption, renewals, expansion, and advocacy.
• Design and document customer journey, lifecycle stages, and CS methodology.
• Configure HubSpot to support and report on the customer lifecycle and build scalable processes.

Skills

Customer Success

Onboarding programs

Playbooks

CRM administration

AI fluency

Ambiguity tolerance

Communication

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 kickoff, implementation, training, adoption, renewals, and advocacy, while creating scalable processes.

You’ll design the customer journey, implement a health framework, and stand up playbooks for onboarding, renewal, expansion, and business reviews, partnering with product on VoC and roadmap input.