Customer Success Representative Jobs in Kentucky
Customer Success Representative jobs in Kentucky concentrate in healthcare technology, insurance, logistics software, and enterprise SaaS, with openings across every level from entry-level associate to senior account manager. Louisville, Lexington, and Cincinnati-adjacent Northern Kentucky are the primary hiring centers, anchored by employers like Humana, Ashland, and Tempur Sealy that maintain large customer-facing operations in the state. The most in-demand specialties are B2B account management, healthcare platform support, and onboarding for logistics and supply chain software. Scan the live roles below and apply to whichever ones fit.
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Zipliens is a leading lien resolution company that specializes in streamlining the lien resolution process for personal injury law firms. We are looking for proactive, results-driven individuals to join our dynamic team.
We are seeking a VP of Customer Success to lead and scale the Customer Success organization as Zipliens grows across verticals and new business lines. Reporting to the Chief Customer Officer, this role owns the full post-sale lifecycle: onboarding, adoption, ongoing engagement, retention, and expansion, along with the operating infrastructure that makes those outcomes repeatable.
You will lead two directors at hire, Director of Customer Success and Director of Onboarding & Enablement, and you will own the organizational design of the function as the book of business scales. This is a builder's seat with a mature-operator bar. The playbooks, health framework, coverage model, documentation, tech stack, and reporting cadence are yours to define and maintain, and you carry the numbers that come out of them.
You will partner closely with Lien Resolution Operations, Product, Finance, Sales, Marketing, and our vertical business lines to deliver a consistent, high-value customer experience across every segment we serve.
In your first year, you will focus on:
- Work with the Director of Customer Success on the departmental operating model, including coverage, segmentation, escalation paths, and decision rights, so issues resolve at the right level without executive intervention.
- Stand up a single retention and expansion forecast, built with Finance, that the executive team can plan against.
- Work with the Director of Onboarding & Enablement to bring onboarding to a packaged, measurable approach across standard, pilot, and custom engagements, with time to value as a tracked KPI.
- Build the org plan for the function: capacity model, hiring sequence, role definitions, and a career path that develops team members into stronger operators.
- Take over the Voice of Customer and health-scoring rhythm that feeds Product prioritization with evidence rather than anecdote.
- Extend the Customer Success operating model beyond single-event injury to support additional business lines without duplicating infrastructure.
Requirements
Responsibilities:
Function Leadership & Organizational Design
- Function Ownership: Own Customer Success strategy, execution, and outcomes across the full customer portfolio, translating company objectives into departmental targets and operating plans.
- Leading Leaders: Lead, coach, and develop a director-level team, holding a clear performance bar and building the next layer of leadership underneath it.
- Org Design & Capacity Planning: Own organizational design, coverage and segmentation models, workforce planning, employee development & growth pathing, and the hiring sequence for the function as the customer base scales.
- Operating Cadence: Define and run the operating rhythm of the department: goal setting, business reviews, forecast reviews, and reporting to the executive team.
Retention, Expansion & Portfolio Accountability
- Target Ownership: Own retention-related KPI’s (conversion and realization rates) and expansion targets in partnership with the Chief Customer Officer and Finance.
- Portfolio Health: Own overall portfolio health & modeling, including proactive identification of systemic retention risk and the cross-functional plans to mitigate it.
- Forecasting: Partner with Finance on renewal and expansion forecasting, with health and adoption data as the leading indicators behind the numbers.
- Commercial Partnership: Contribute customer evidence to pricing, packaging, and renewal terms, and partner with Sales & Partnerships on expansion and referral motions.
Onboarding & Time to Value
- Onboarding Standards: Own the onboarding experience through the Director of Onboarding & Enablement, including standard, pilot, and custom paths and the service commitments attached to each.
- Time to Value: Establish time to value and early-adoption measures as tracked outcomes of the function, not milestones tracked only during implementation.
- Handoff Quality: Own the quality of the sales-to-onboarding handoff jointly with sales & Partnerships, including scope, success criteria, and named owners on both sides.
Customer Experience & Engagement
- Engagement Model: Define the engagement model by segment, including touch cadence, business review standards, and the escalation path that supports it.
- Executive Sponsorship: Serve as executive sponsor and senior escalation point for strategic relationships, while ensuring routine escalations resolve at the lowest appropriate level.
- Voice of Customer: Own a structured Voice of Customer program that captures feedback systematically and converts it into prioritized recommendations for Product and leadership.
Process, Documentation & Enablement
- Documentation Ownership: Oversee the buildout and ongoing maintenance of playbooks, SOPs, and process documentation, treating them as living operating assets with named owners and a review cadence.
- Systems of Record: Own HubSpot configuration and reporting for the customer lifecycle, ensuring health, adoption, and lifecycle stage data is trustworthy enough to make decisions on.
- Enablement: Ensure the team is trained to a defined standard, with onboarding and ongoing enablement built into how the function runs.
Cross-Functional Partnership
- Product: Partner on adoption blockers, roadmap input, and portal utilization grounded in usage data.
- Lien Resolution Operations: Partner with Operations leadership so customer-facing commitments and operational execution stay aligned.
- Sales Partner on handoff quality, expansion signals, customer advocacy, testimonials, and referral generation.
- Marketing: Partner with Marketing and Product Marketing on go-to-market enablement and collateral, from internal rollout strategies all the way through case studies and customer advisory initiatives.
- Business Lines: Serve as the Customer Success partner to all verticals and emerging business lines, extending shared infrastructure rather than building parallel functions.
- 7+ years in customer success, account management, or client services within B2B SaaS or tech-enabled services, including 5+ years leading a customer-facing function through a growth stage.
- Demonstrated experience managing managers, including at least one director-level report, and managing up to the executive or board level.
- Track record as the named owner of retention and expansion targets, with the reporting and forecasting to support them.
- Experience building or materially rebuilding a Customer Success operating model: segmentation and coverage, health scoring, playbooks, business review standards, escalation paths, and documentation.
- Experience standing up or scaling an onboarding, implementation or professional services function as part of the customer lifecycle.
- Proven ability to operate without an existing playbook, set direction independently, and bring forward recommendations with a clear point of view.
- Strong data fluency, including business analysis from reports and comfort using AI tools to support analysis, workflow design, and customer communications.
- Proficiency with CRM systems (e.g., HubSpot, Salesforce) and reporting tools.
- Bachelor's degree required. Focus in business, law, or a related field is preferred.
- Experience in legal services, personal injury, or litigation-adjacent technology is strongly preferred.
- Ability to travel up to 40%.
Benefits
- 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 Parental Leave
Pay Disclosure: The total base salary range for this role is $151,000 - $205,000 annually, with an opportunity for a discretionary bonus. 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.
Zipliens is a leading lien resolution company that specializes in streamlining the lien resolution process for personal injury law firms. We are looking for proactive, results-driven individuals to join our dynamic team.
We are seeking a VP of Customer Success to lead and scale the Customer Success organization as Zipliens grows across verticals and new business lines. Reporting to the Chief Customer Officer, this role owns the full post-sale lifecycle: onboarding, adoption, ongoing engagement, retention, and expansion, along with the operating infrastructure that makes those outcomes repeatable.
You will lead two directors at hire, Director of Customer Success and Director of Onboarding & Enablement, and you will own the organizational design of the function as the book of business scales. This is a builder's seat with a mature-operator bar. The playbooks, health framework, coverage model, documentation, tech stack, and reporting cadence are yours to define and maintain, and you carry the numbers that come out of them.
You will partner closely with Lien Resolution Operations, Product, Finance, Sales, Marketing, and our vertical business lines to deliver a consistent, high-value customer experience across every segment we serve.
In your first year, you will focus on:
- Work with the Director of Customer Success on the departmental operating model, including coverage, segmentation, escalation paths, and decision rights, so issues resolve at the right level without executive intervention.
- Stand up a single retention and expansion forecast, built with Finance, that the executive team can plan against.
- Work with the Director of Onboarding & Enablement to bring onboarding to a packaged, measurable approach across standard, pilot, and custom engagements, with time to value as a tracked KPI.
- Build the org plan for the function: capacity model, hiring sequence, role definitions, and a career path that develops team members into stronger operators.
- Take over the Voice of Customer and health-scoring rhythm that feeds Product prioritization with evidence rather than anecdote.
- Extend the Customer Success operating model beyond single-event injury to support additional business lines without duplicating infrastructure.
Requirements
Responsibilities:
Function Leadership & Organizational Design
- Function Ownership: Own Customer Success strategy, execution, and outcomes across the full customer portfolio, translating company objectives into departmental targets and operating plans.
- Leading Leaders: Lead, coach, and develop a director-level team, holding a clear performance bar and building the next layer of leadership underneath it.
- Org Design & Capacity Planning: Own organizational design, coverage and segmentation models, workforce planning, employee development & growth pathing, and the hiring sequence for the function as the customer base scales.
- Operating Cadence: Define and run the operating rhythm of the department: goal setting, business reviews, forecast reviews, and reporting to the executive team.
Retention, Expansion & Portfolio Accountability
- Target Ownership: Own retention-related KPI’s (conversion and realization rates) and expansion targets in partnership with the Chief Customer Officer and Finance.
- Portfolio Health: Own overall portfolio health & modeling, including proactive identification of systemic retention risk and the cross-functional plans to mitigate it.
- Forecasting: Partner with Finance on renewal and expansion forecasting, with health and adoption data as the leading indicators behind the numbers.
- Commercial Partnership: Contribute customer evidence to pricing, packaging, and renewal terms, and partner with Sales & Partnerships on expansion and referral motions.
Onboarding & Time to Value
- Onboarding Standards: Own the onboarding experience through the Director of Onboarding & Enablement, including standard, pilot, and custom paths and the service commitments attached to each.
- Time to Value: Establish time to value and early-adoption measures as tracked outcomes of the function, not milestones tracked only during implementation.
- Handoff Quality: Own the quality of the sales-to-onboarding handoff jointly with sales & Partnerships, including scope, success criteria, and named owners on both sides.
Customer Experience & Engagement
- Engagement Model: Define the engagement model by segment, including touch cadence, business review standards, and the escalation path that supports it.
- Executive Sponsorship: Serve as executive sponsor and senior escalation point for strategic relationships, while ensuring routine escalations resolve at the lowest appropriate level.
- Voice of Customer: Own a structured Voice of Customer program that captures feedback systematically and converts it into prioritized recommendations for Product and leadership.
Process, Documentation & Enablement
- Documentation Ownership: Oversee the buildout and ongoing maintenance of playbooks, SOPs, and process documentation, treating them as living operating assets with named owners and a review cadence.
- Systems of Record: Own HubSpot configuration and reporting for the customer lifecycle, ensuring health, adoption, and lifecycle stage data is trustworthy enough to make decisions on.
- Enablement: Ensure the team is trained to a defined standard, with onboarding and ongoing enablement built into how the function runs.
Cross-Functional Partnership
- Product: Partner on adoption blockers, roadmap input, and portal utilization grounded in usage data.
- Lien Resolution Operations: Partner with Operations leadership so customer-facing commitments and operational execution stay aligned.
- Sales Partner on handoff quality, expansion signals, customer advocacy, testimonials, and referral generation.
- Marketing: Partner with Marketing and Product Marketing on go-to-market enablement and collateral, from internal rollout strategies all the way through case studies and customer advisory initiatives.
- Business Lines: Serve as the Customer Success partner to all verticals and emerging business lines, extending shared infrastructure rather than building parallel functions.
- 7+ years in customer success, account management, or client services within B2B SaaS or tech-enabled services, including 5+ years leading a customer-facing function through a growth stage.
- Demonstrated experience managing managers, including at least one director-level report, and managing up to the executive or board level.
- Track record as the named owner of retention and expansion targets, with the reporting and forecasting to support them.
- Experience building or materially rebuilding a Customer Success operating model: segmentation and coverage, health scoring, playbooks, business review standards, escalation paths, and documentation.
- Experience standing up or scaling an onboarding, implementation or professional services function as part of the customer lifecycle.
- Proven ability to operate without an existing playbook, set direction independently, and bring forward recommendations with a clear point of view.
- Strong data fluency, including business analysis from reports and comfort using AI tools to support analysis, workflow design, and customer communications.
- Proficiency with CRM systems (e.g., HubSpot, Salesforce) and reporting tools.
- Bachelor's degree required. Focus in business, law, or a related field is preferred.
- Experience in legal services, personal injury, or litigation-adjacent technology is strongly preferred.
- Ability to travel up to 40%.
Benefits
- 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 Parental Leave
Pay Disclosure: The total base salary range for this role is $151,000 - $205,000 annually, with an opportunity for a discretionary bonus. 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.
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Find JobsCustomer Success Representative Jobs by City in Kentucky
Where Kentucky roles are concentrated, by current openings.
Customer Success Representative Job Market in Kentucky
A snapshot from current Kentucky openings, updated as new roles post.
Who's Hiring
What Kentucky Employers Look For
The qualifications that appear most often in customer success representative jobs across Kentucky.
- Bachelor's degree in business, communications, or a related field preferred by most Kentucky employers
- One to three years of customer-facing experience in SaaS, insurance, or healthcare technology
- Demonstrated ability to manage a portfolio of accounts and drive retention metrics
- Proficiency with CRM platforms such as Salesforce or HubSpot in a B2B environment
- Strong written and verbal communication skills for client calls, emails, and escalations
- Familiarity with ticketing or project management tools like Zendesk, Jira, or Asana
Customer Success Representative Jobs in Kentucky: Frequently Asked Questions
How do you become a customer success representative in Kentucky?
Customer success representative roles in Kentucky require no state-issued license or registration. Most employers look for a bachelor's degree in business, communications, marketing, or a related field, though some will substitute equivalent work experience. The clearest path is starting in a customer support or inside sales role at one of Kentucky's major healthcare technology, insurance, or logistics software employers, then moving into a dedicated customer success position as you build account management skills.
Which companies hire customer success representatives in Kentucky?
Kentucky customer success representative roles are posted by Xerox, Anteriad, and ZipLiens and others right now, based on current listings on Migrate Mate as of September 2026. Louisville's concentration of healthcare and insurance employers makes it the state's most active market for these roles.
Which Kentucky cities have the most customer success representative jobs?
Louisville, Newport, and Somerset have the most customer success representative openings in Kentucky. Louisville drives the highest volume through its dense cluster of healthcare technology, insurance, and logistics companies, while Lexington's growing tech and financial services sector supports steady demand, and Northern Kentucky benefits from its proximity to Cincinnati's corporate base and regional headquarters.
Are there remote customer success representative jobs in Kentucky?
Yes, and more than most fields. About 75% of customer success representative openings tied to Kentucky are remote or hybrid as of September 2026, reflecting how central digital communication tools are to the role. Fully remote positions are most common in SaaS and healthcare technology, where client interaction happens entirely by phone, video, and email rather than in person.
How can I get hired as a customer success representative in Kentucky with little or no experience?
The most realistic entry path is landing a customer support or inside sales associate role at a Kentucky-based healthcare technology or insurance company, then moving laterally into customer success once you have demonstrated account ownership. Humana and other large Louisville employers regularly hire entry-level client services associates who transition into customer success within one to two years. A Salesforce Administrator certification or a HubSpot Customer Success certification gives candidates with no direct experience a concrete edge in the hiring process.
Where can I find and apply to customer success representative jobs in Kentucky?
You can find and apply to customer success representative jobs in Kentucky on Migrate Mate, which lists current Kentucky openings updated in real time. Search by city or keyword to see roles that match your experience level and preferred industry, then apply directly to the ones that fit.
See All 6 Customer Success Representative Jobs in Kentucky
Find roles in Kentucky that match your experience and apply in just a few clicks.
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