Director, Customer Success Management
About The Position
EvenUp is seeking a Director of Customer Success Management to lead and scale its Customer Success Management organization as a second-line manager. The role oversees CSM managers and teams serving SMB, Mid-Market, Enterprise, and Strategic accounts, with responsibility for product adoption, retention, expansion, advocacy, quarterly net dollar retention (NDR), and lead-generation goal attainment. The Director will build a strategic yet hands-on customer success motion by developing scalable processes, strengthening customer relationships at every level, and partnering across the company to deliver customer outcomes. This leader will mature the existing function, scale customer engagement and enablement, support adoption through major product transitions and AI-forward product releases, and balance structure with flexibility in a fast-paced, ambiguous environment. EvenUp is a remote-first AI company whose platform helps personal injury law firms turn case files and medical records into legal documents. The role offers the opportunity to lead a growing team at a mission-driven company focused on improving outcomes in personal injury law.
Requirements
- At least 5 years of management experience in Customer Success or Technical Account Management.
- At least 2 years of experience in a second-line management role.
- Proven ability to scale CSM operations across multiple segments, including scaled or tech-touch service in SMB and strategic account planning and onsite engagement in Enterprise.
- Experience managing user lifecycles and driving adoption and engagement with SaaS products, including in competitive environments.
- Exceptional communication and relationship-building skills.
- Comfort working with senior executives internally and externally and navigating complex client organizations.
- High integrity and passion for creating meaningful impact for customers and teammates.
Responsibilities
- Manage CSM managers and teams across SMB, Mid-Market, Enterprise, and Strategic customer segments to achieve quarterly NDR and lead-generation goals.
- Set targeted goals focused on end-user activation, satisfaction, and retention, and systematically drive team performance.
- Use processes and technology to scale outbound motions, including during rapid releases of AI-forward products to diverse users.
- Scale and mature the existing Customer Success function to drive expansion and adoption through major product transitions.
- Hire and ramp contributors through recruiting, training, and pace setting to build a high-performance organization.
- Experiment with and refine lifecycle playbooks to increase value from existing subscriptions and create opportunities for expansion through new-product cross-sales owned by Account Management.
- Partner with Sales, Product, and Marketing leadership to align on customer outcomes, share insights, and drive continuous improvement.
- Build trusted customer relationships at all organizational levels and develop scalable customer success processes.
Benefits
- Choice of medical, dental, and vision insurance plans for employees and their families.
- Additional life, accident, or critical illness insurance coverage options.
- Flexible paid time off and sick leave.
- Short-term and long-term disability coverage.
- 10 observed U.S. holidays and Canadian statutory holidays by province.
- Home office stipend.
- 401(k) for U.S.-based employees and RRSP for Canada-based employees.
- Paid parental leave.
- Local in-person meet-up program.
- Competitive compensation and meaningful equity.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
