Permanent
Fully-remote
180K to 215K $ a year
> 5 years
Skills we're looking for
Cross-functional team leadership
Communication skills
You'll be part of
United States of America
706 employees
Artificial Intelligence / Machine Learning
Finance
Our take
Every year, millions of personal injury cases in the US are resolved with only a small fraction going to trial, leaving many victims potentially under-compensated due to inaccurate settlement proposals. EvenUp aims to change this by leveraging AI technology to streamline the assessment of injury cases. The AI tools evaluate raw case files, including medical and police records, creating tailored "demand packages" that present comprehensive compensation arguments. This improves lawyer performance and victim outcomes. Despite concerns about AI bias and privacy, EvenUp has garnered significant investor interest, closing a funding round in 2025 that was one of the largest in the history of legal AI. Now valued at over $2 billion, it is investing in its team and introducing new techniques and products for personal injury and other legal areas.
You'll be working on
- We’re looking for a Director of Customer Success Management to lead and scale our growing CSM team as a second-line manager. This person will be responsible for driving product adoption, retention, expansion, and advocacy across our SMB, Mid-Market, and Enterprise customer segments
- You’ll develop a best-in-class CSM motion that’s both strategic and hands-on — focused on building trusted relationships at all levels of the organization, creating scalable processes, and collaborating cross-functionally to deliver exceptional customer outcomes
- This is a key leadership role at EvenUp as we scale our investment in customer enablement and engagement — ideal for someone who thrives in fast-paced, ambiguous environments and knows how to balance structure with flexibility
- Manage CSM Managers and teams across our customer segments (ranging from SMB to Enterprise and Strategic accounts) to deliver quarterly NDR and lead generation goal attainment
- Develop specific and targeted goals that are oriented to end user activation, satisfaction, and retention, while driving team performance systematically
- Leverage process and technology to scale outbound motions, including in the rapid release of AI-forward products to a diverse user base
- Scale and mature an existing function to drive expansion and adoption of major product transitions in the last 6 - 12 months
- Hire and ramp contributors into a high-performance organization with recruiting, training, and pace setting
- Experiment with and refine lifecycle playbooks to drive value from existing subscriptions and creates opportunities for expansion with new product cross sales (owned by Account Management)
- Partner cross-functionally with Sales, Product, and Marketing leadership to align on customer outcomes, share insights, and drive continuous improvement
Benefits
- Flexible working hours to match your style
- Offsites - get to meet your coworkers on a fully-expenses trip ever 6-12 months
- A variety of virtual team events such as game nights & happy hours
- Choice of medical, dental, and vision insurance plans for you and your family
- Flexible paid time off and 10+ holidays per year
- A stipend to upgrade your home office for fully-remote roles
- 401k for US-based employees
We're looking for
- Experience in managing user lifecycles and driving adoption and engagement with SaaS products, including in competitive environments
- Exceptional communication and relationship-building skills; comfortable working with senior executives both internally and externally, navigating complex client organizations
- 5+ years of management experience in Customer Success or Technical Account Management
- 2+ years in a second line management role
- High integrity and passion for creating meaningful impact for customers and teammates alike
- Proven ability to scale CSM operations across multiple segments: scaled / tech touch in SMB, strategic account planning and onsite engagement in Enterprise