Director, Customer Delivery & Education

Eve

8d•$180,000 - $215,000

About The Position

The Director, Customer Delivery & Education leads Eve’s response to serious customer product, integration, delivery, or adoption problems. Reporting to the VP of Customer Success, this is a senior individual contributor role with no direct reports. The role builds and runs the customer escalation program, personally leads complex recoveries, and works with customer executives and internal Customer Success, Support, Product, and Engineering teams. The Director maintains a unified view of customer risks and escalations, assesses severity, assigns accountable owners and next steps, and determines which cases require direct leadership. The role brings technical judgment to customer issues, helps teams reach decisions when priorities or resources conflict, and keeps customers informed without committing to unapproved fixes or timelines. Recoveries are closed against agreed evidence-based criteria, with customers returned to their usual account teams and Customer Success Managers kept involved. The role also identifies recurring escalation causes and works with responsible teams to improve products, delivery processes, and customer experience.

Requirements

Experience personally leading complex enterprise software escalations, customer recovery, or technical account engagements.
Hands-on technical background, such as support engineering, solutions engineering or architecture, technical account management, or implementation engineering.
Ability to work through complex issues with engineers, test assumptions, and distinguish symptoms from underlying causes.
Record of communicating clearly with customer executives during difficult situations and earning trust through follow-through.
Experience building an escalation or customer risk program, including prioritization, accountable owners, and clear resolution criteria.
Sound judgment under pressure and ability to secure decisions across teams without direct management authority.
Experience using data, AI, or automation to identify emerging problems and improve follow-through while checking the quality of the underlying information.

Nice To Haves

Experience with legal technology, enterprise integrations, or complex software implementations.
Incident management experience, including leading responses to high-severity customer issues.
Experience improving a recurring product or delivery problem using evidence from customer escalations.

Responsibilities

Build and run a unified view of flagged customer risks and escalations.
Set escalation severity based on customer impact and urgency, assign accountable owners and next steps, and decide which cases to lead directly.
Personally lead complex recovery plans and executive customer conversations.
Agree actions, owners, and dates with teams doing the work, and keep customers informed as situations change without promising unapproved fixes or dates.
Work with Support, Product, and Engineering to understand failures, dependencies, and possible remedies, and translate findings into clear customer communications.
Set decision deadlines and escalate priority or resource tradeoffs to the VP of Customer Success and relevant functional leaders with a recommendation.
Define recovery exit criteria, confirm completion, and return recovered customers to their usual account teams while keeping the Customer Success Manager involved.
Identify recurring causes of escalations and work with responsible teams to improve the product, delivery process, and customer experience.