Account Manager (Remote)

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.

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%. 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.