Customer Onboarding Specialist

EvenUp

22h•Hybrid

About The Position

EvenUp is a rapidly growing vertical SaaS company leveraging AI to bridge the justice gap by empowering personal injury lawyers and victims. Their products facilitate faster settlements, higher payouts, and improved outcomes for individuals injured in various incidents. EvenUp is seeking a high-impact Onboarding Specialist to join its Customer Success team. This role is a critical change management position, involving collaboration with top trial lawyers to transition them from traditional systems to an AI-powered future. The ideal candidate is an "AI-forward" builder who thrives in ambiguous environments and enjoys the challenges of scaling nascent products.

Requirements

Proven Implementation Pedigree: 5-7 years of experience rolling out complex "System of Record" platforms (CRM, ERP, or practice management tools).
Change Management Mastery: You understand that software is only as good as its adoption. You have a track record of leading large-scale "people" transitions in traditional industries.
Scrappy & Autonomous: You are comfortable with "vague" requirements and thrive in a fast-paced environment where the product might change a week after you've built the training deck.
AI-Forward Mindset: You don't just follow a playbook; you look for ways to automate it. Proficiency with Generative AI tools is a must.
Road Warrior Ready: You are excited about the prospect of being on the ground with customers (up to 70% travel) to ensure their success.

Nice To Haves

Experience in high-complexity verticals like LegalTech, HealthTech, or Construction Tech is highly preferred.

Responsibilities

Lead Complex Onboarding Initiatives: Manage the end-to-end training and adoption journey for 5-6 enterprise law firms simultaneously.
Design the Adoption Playbook: Help design the templates, digital videos, and documentation that define what "good" looks like for a successful rollout.
Architect Change Management: Develop tailored adoption plans for diverse firm roles—from paralegals to managing partners—ensuring they don't just "use" the tool, but fundamentally change their behaviors to work faster and smarter.
Be an AI Evangelist: Lean into AI tools to automate your own workflows and build "lean" operations. You’ll be expected to push our clients to adopt an AI-first mindset.
On-Site Strategy: Travel (up to 70%) to law firms across the country to lead intensive training weeks, build trust in person, and ensure zero-failure launches.
Drive Product Evolution: Act as a critical feedback loop between our clients and our Engineering/Product teams to ensure the platform evolves with our users' needs.