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Coordinates lien resolution files from intake through settlement by requesting liens, following up with agencies and payers, tracking documents and deadlines, reviewing claims and medical records for inconsistencies, preparing draft correspondence, and supporting strategists and customers. The role also documents file activity, helps refine workflows, tests new tools, and suggests process improvements while managing multiple priorities and regulatory requirements.

Own medical lien files from intake through resolution, developing negotiation strategies, analyzing records and plan language, negotiating reductions, and advising customers and attorneys. Resolve complex Medicare, Medicaid, ERISA, provider, VA, and TRICARE liens. Collaborate with customer success, agency management, medical review, product, and development teams to improve workflows, tools, playbooks, and productivity standards while maintaining regulatory compliance and file accuracy.

Lead and scale the Customer Success organization across onboarding, adoption, retention, expansion, and customer engagement. Manage director-level leaders, define organizational capacity and operating models, own retention and expansion forecasting, build health scoring and Voice of Customer programs, and oversee HubSpot lifecycle reporting. Partner cross-functionally with Product, Sales, Finance, Marketing, and Operations while extending Customer Success infrastructure across new business lines.

Build and operate backend services, third-party integrations, data-processing workflows, and ML/LLM systems for legal and medical data. Refactor monolithic services, optimize scalable infrastructure, troubleshoot production issues, apply security practices, mentor engineers, and collaborate with stakeholders and external technical partners. The role also involves API development, cloud infrastructure, document extraction, and evaluating AI system performance.

Build and maintain features across Python/Django and React applications, including backend services, data-processing workflows, automation, and customer-facing experiences. Own work from development through review, QA, deployment, and production troubleshooting. Collaborate with product, operations, and stakeholders to translate business needs into scalable technical solutions, contribute to architecture improvements, and participate in code reviews. Work with AWS infrastructure and sensitive legal and medical data.

Own and build the end-to-end customer onboarding and enablement function for a B2B tech-enabled services company. Establish standardized implementation paths, stage gates, service commitments, training programs, knowledge resources, tutorial content, and KPI reporting. Coordinate cross-functional onboarding execution, identify and resolve risks, improve adoption through data and AI, and create the function’s structure and hiring roadmap. Ensure smooth transitions to ongoing customer success and scalable support for future verticals.

Manage relationships with a portfolio of personal injury law firms from onboarding through ongoing engagement. Conduct customer check-ins, training, and pilot launches; monitor account health and engagement data; resolve and escalate issues; manage CRM workflows; collaborate across Sales, Marketing, Lien Resolution, and Technology teams; and represent the company at events and webinars.

Leads and builds the full sales organization across Account Executives, Partnerships, and Sales Development. Owns forecasting, pipeline health, quotas, territories, sales processes, CRM discipline, playbooks, hiring, coaching, and organizational development. Partners with marketing, customer success, finance, operations, and product to improve revenue execution and post-sale handoffs. This hands-on leadership role reports to the CCO and has autonomy to scale the sales team and structure.

Own Zipliens’ product marketing discipline, including product-market research, voice-of-customer programs, win-loss analysis, pricing and packaging, strategic partnerships, and go-to-market launches. Develop positioning, messaging, enablement materials, release planning, and post-launch improvements while partnering cross-functionally with Product, Sales, Customer Success, Operations, Finance, and executive leadership.