Enterprise 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 strategic, relationship-driven Enterprise Account Manager to own Zipliens' most complex and highest-value customer relationships. This role carries a smaller, high-touch portfolio built around three factors identified in our ICP segmentation work: firm size, lien complexity, and segment. In practice, that means large, high-volume firms where lien density needs to be monitored to protect against fee-structure and profitability risk, and boutique litigation firms managing a smaller number of catastrophic, high-settlement-value cases that demand deep case-level expertise, along with the largest, most complex accounts within our core ICP. 

The Enterprise Account Manager acts as a strategic advisor and executive-level point of contact, driving retention, expansion, and account health for the firms with the greatest revenue and reputational impact on Zipliens.

• 5+ years of experience in enterprise account management, strategic customer success, or customer relationship management, preferably within legal tech, SaaS, or professional/financial services serving law firms.
• Bachelor's degree required; JD, paralegal background, or related legal, insurance, or claims experience a plus given the complexity of assigned cases.
• Demonstrated experience managing high-value customer relationships and executive-level stakeholders, including account planning and business review delivery.
• Advanced CRM proficiency (Salesforce, HubSpot) and comfort working with financial and lien data to assess account risk; AI tool experience a plus.
• Strong negotiation, strategic thinking, and problem-solving skills, with the ability to navigate ambiguity in complex, high-stakes cases.
• Track record of account retention and revenue expansion in a target- or quota-carrying role.
• Excellent executive presence and written and verbal communication skills.
• Self-motivated and goal-oriented; comfortable operating with significant autonomy across a smaller, higher-stakes portfolio.
• Ability to travel 20-30%, including to top-tier accounts and boutique firm offices.

Strategic Account Management & Executive Relationships

• →Serve as the senior, strategic point of contact for a portfolio of high-value, high-complexity accounts, building relationships with managing partners, COOs/CFOs, and other firm leadership.
• →Develop and maintain account plans and lead regular business reviews to align on goals, risks, and growth opportunities.
• →Own renewal, retention, and expansion outcomes for assigned accounts, including revenue and account health targets.

Risk & Complexity Management

• →Monitor lien density and fee-agreement alignment (contingency, flat fee, tiered) within assigned accounts to proactively flag anti-profitability risk and recommend pricing or contract adjustments in partnership with Finance.
• →Partner with the Lien Resolution team on complex, high-stakes case escalations, including catastrophic-injury and mass-tort-adjacent claims.

Data-Driven Insights & Reporting

• →Generate executive-level reporting and account health dashboards tailored to each firm's leadership.
• →Monitor intake volume and trend direction (growth or decline) as a leading indicator of account health, consistent with our segmentation findings that trend direction matters more than raw volume.
• →Share risk and opportunity insights with Customer Success leadership and take proactive follow-up action.

Customer Onboarding & Training

• →Oversee onboarding for new enterprise accounts, coordinating custom implementation/pilot and training plans that account for larger or more complex firm structures.

Cross-Department Collaboration

• →Serve as the escalation lead across Sales, Marketing, Lien Resolution, Tech, and Finance for enterprise accounts.
• →Partner with other Account Managers on accounts approaching enterprise-level size or complexity, providing segment expertise and a clean handoff.

Event Participation

• →Represent Zipliens at industry events, bar association functions, and conferences that engage senior decision-makers at large and boutique firms.

Organizational Support

• →Contribute account and market insight to ICP, pricing, and retention strategy discussions.
• →Adapt to evolving customer and business needs; contribute feedback to improve enterprise-tier processes.