Manager, Mid-Market Customer Onboarding

EvenUp

About The Position

EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more. We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at www.evenuplaw.com. EvenUp is seeking an experienced and dynamic Manager, Mid-Market Customer Onboarding, a key people management role focused on enablement and training for our Tier 3, 4, and 5 customers. You will be responsible for the professional development, coaching, and enablement of a team of highly-skilled Customer Onboarding Specialists (COS’s), ensuring they deliver exceptional training on EvenUp’s products. This role also serves as a deputy to the Platform Enablement Specialist, supporting the execution of the primary enablement strategy. A core requirement is the ability to thrive in a matrixed organization, as your direct reports will have a dotted line to the Technical Program Management team, who coordinates the direct customer onboarding delivery. Your focus is strictly on people management, training curriculum development, and enablement success.

Requirements

3+ years of people management experience, with a focus on coaching, skills development, and driving team success metrics.
Proven ability to deliver technical training and manage teams of traveling trainers/implementers.
A "refined calibrated skill set" that combines Sales and Customer Success Management (CSM) competencies—a true leader capable of running a room.
Demonstrated ability to build, structure, and own technical training curriculum and content.
Strong experience operating within a matrixed organizational structure.
Experience with CMS providers (e.g., Salesforce, Litify, Smart Advocate, Case Pier) training models is highly valued.

Nice To Haves

Legal and law firm operations domain expertise within the legal space. Personal Injury (PI) domain expertise and plus.
Familiarity with AI in legal tech.
Certifications in technical training delivery or related industry standard certifications are a plus.

Responsibilities

Lead and Coach: People-manage a squad of seven to nine Customer Onboarding Specialists (COS's), focusing intensely on skills development, coaching, and performance management.
Performance Excellence: Drive the team to achieve high customer feedback ratings based on their presentation effectiveness, industry knowledge, and technical acumen.
Talent Development: Ensure team members are capable of commanding a room, presenting material in a digestible way, and providing on-the-spot solutions to create positive customer sentiment.
Regional Deployment: Manage COS’s who are strategically hired/deployed within our sales regions (West, Midwest, Gulf Coast, Northeast, Southeast, and soon Mid-Atlantic).
Curriculum Ownership (Primary Deliverable): Own and drive the structure of the training content and collateral for customer-facing technical enablement. Develop certification programs for the Onboarding Team to ensure consistent, high quality training delivery to all customers.
Execution Training: Train and certify the COS team members on how to effectively execute and deliver the developed training curriculum.
Collaborative Network: Build and maintain a robust internal collaborative network to gather, build, and refine the enablement collateral and training plan.
Cross-Functional Alignment: Work closely with Product Operations, Product Enablement, and Go-to-Market Enablement teams to agree on syllabi and requisite training curriculum.
Act as a deputy to our Platform Enablement Specialist, supporting the overarching enablement strategy for new products.
Coordinate and collaborate seamlessly with the Technical Program Management team who will assign and coordinate your COS’s for direct customer onboarding delivery.
Navigate and operate effectively within our matrixed organizational structure.