ZipLiens

Director

• Own the end-to-end new customer implementation experience from signed agreement through steady state
• Create and operate a standard onboarding framework with owners, stage gates, service commitments, and measured time to value
• Define onboarding paths for standard, pilot, custom, cross-product, and vertical-specific engagements
• Coordinate onboarding across Customer Success, Account Management, Operations, Product Support, Sales, Partnerships, Product, Finance, and Marketing
• Identify off-track onboardings, perform root cause analysis, and lead interventions
• Build customer-facing knowledge bases, tutorial and walkthrough videos, one-pagers, training decks, and portal adoption materials
• Design and deliver kickoff, live, self-serve, refresher, internal training, certification, and ramp curricula
• Establish content governance with versioning, review cadence, named owners, and brand consistency
• Define and report onboarding and enablement KPIs, including completion, time to value, training participation, content utilization, and early adoption
• Use AI and data to identify customer friction, improve onboarding, and develop content and automation
• Collect post-onboarding feedback and translate it into program changes
• Surface onboarding and adoption friction to Product and advocate for improvements
• Own the Sales-to-Onboarding handoff and the transition from onboarding to ongoing account management
• Design the Onboarding & Enablement function, including structure, roles, documentation, and hiring sequence
• Design the program for expansion into new verticals and business lines

Director of Onboarding – Enablement

Full-stack Engineer

• Build and maintain features across the Python/Django backend and React frontend
• Develop and ship features from first commit through review, QA, and deployment
• Troubleshoot production issues and debug services in AWS
• Follow security practices appropriate to sensitive legal and medical data
• Build and maintain backend services and data-processing workflows over large datasets
• Automate currently manual processes
• Work with product and operations to turn acceptance criteria into usable features
• Translate business needs into technical solutions with internal stakeholders
• Contribute to architecture and scalability improvements under senior engineer guidance
• Participate in code reviews and provide thoughtful feedback
• Use and improve agentic coding tools, internal skills, and harnesses

Software Development Engineer – Mid-Level

Backend Engineer

• Own third-party integrations end to end and build platform abstractions that make new integrations faster to implement
• Work with counterparties’ technical teams to define contracts, handle data formats, and reduce integration maintenance debt
• Build and operate ML/LLM systems that extract structure from medical records, lien correspondence, and other unstructured documents
• Evaluate and monitor ML/LLM systems to assess their effectiveness
• Refactor and decompose monolithic services into independently scalable systems
• Operate live services and troubleshoot production issues
• Mentor mid-level engineers and set standards through code review
• Build and maintain backend services and data-processing workflows over large datasets
• Automate manual processes
• Implement security practices for sensitive legal and medical data
• Translate internal stakeholder business needs into technical solutions

Senior Software Engineer – Backend

Customer Success Manager

• Lead and scale the Customer Success organization across verticals and new business lines
• Own the full post-sale lifecycle, including onboarding, adoption, engagement, retention, and expansion
• Define and maintain playbooks, health frameworks, coverage models, documentation, technology stack, and reporting cadence
• Lead the Director of Customer Success and Director of Onboarding & Enablement
• Own organizational design, capacity planning, hiring sequence, role definitions, and career paths
• Establish retention and expansion forecasting with Finance
• Create measurable onboarding paths and track time to value as a KPI
• Own Voice of Customer and health-scoring programs to inform Product prioritization
• Define customer engagement models, touch cadence, business review standards, and escalation paths
• Serve as executive sponsor and senior escalation point for strategic customer relationships
• Oversee HubSpot configuration and customer lifecycle reporting
• Partner with Operations, Product, Finance, Sales, Marketing, and business lines on customer experience, adoption, expansion, and enablement
• Extend the Customer Success operating model to additional business lines without duplicating infrastructure

Director of Onboarding – Enablement

Software Development Engineer – Mid-Level

Senior Software Engineer – Backend

VP of Customer Success