VP, Customer Success
About The Position
EvenUp is seeking a VP of Customer Success to lead its post-sales organization and support the company’s next stage of enterprise expansion. The role oversees AI Adoption (onboarding), Customer Success Management, Customer Support, Account Management, and Strategic Account teams. As EvenUp scales its AI-driven platform and expands ecosystem partnerships, this leader will drive change management, product adoption, and value realization for personal injury law firm clients. The VP will work closely with executive leadership, including the President, Field Operations, to move customer workflows toward proactive case management, improve retention, and lead complex product launches. The role also builds trusted customer partnerships, helps clients integrate AI into daily operations, and ensures the post-sales organization scales with revenue growth.
Requirements
- 15+ years of Customer Success and Account Management leadership experience in high-growth vertical SaaS, enterprise software, or legaltech environments.
- Track record leading VP- or Senior Director-level organizations.
- Demonstrated experience guiding enterprise customers through disruptive technology adoption, driving value realization, and consulting on workflow transformation.
- Proven history of driving gross revenue retention and net revenue retention, executing complex contract renewals and expansions, and turning around at-risk customer relationships.
- Ability to partner effectively with C-suite executives and drive cross-functional alignment on complex, high-stakes customer deployments.
- Strong analytical and operational acumen to build playbooks, structure Customer Success team performance metrics, and scale customer operations rapidly.
Responsibilities
- Lead strategies that help law firms adopt and integrate AI workflows, including Lexis+ Protégé™ integrations, and demonstrate how AI can improve staff efficiency and case outcomes.
- Partner with the President, Field Operations, and sales leadership to develop retention and expansion playbooks, turn around key accounts, increase beta program participation, and improve net revenue retention across enterprise contracts.
- Act as an executive sponsor for top-tier law firm clients, lead complex implementation milestones, and build relationships with legal technology partners.
- Design and scale the Customer Success organization, including operational metrics, onboarding frameworks, and proactive account health monitoring.
- Collaborate with Product, Engineering, and Revenue teams to represent customer feedback, inform product roadmaps, and refine workflows across the personal injury lifecycle.
- Lead the AI Adoption, CSM, Customer Support, Account Management, and Strategic Account teams.
Benefits
- Choice of medical, dental, and vision insurance plans for employees and their families.
- Additional insurance coverage options for life, accident, or critical illness.
- Flexible paid time off and sick leave.
- Short-term and long-term disability coverage.
- 10 US observed holidays and Canadian statutory holidays by province.
- Home office stipend.
- 401(k) for US-based employees and RRSP for Canada-based employees.
- Paid parental leave.
- Local in-person meet-up program.
- Hubs in San Francisco and Toronto.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
