Remote Position
[Remote] Director, Customer Success Management
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. EvenUp develops AI-driven technology for personal injury law firms. The Director of Customer Success Management will lead and scale the CSM organization, driving product adoption, retention, expansion, and advocacy across customer segments while building scalable processes and collaborating across teams.
Responsibilities
- 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
Skills
- 5+ years of management experience in Customer Success or Technical Account Management
- 2+ years in a second line management role
- Proven ability to scale CSM operations across multiple segments: scaled / tech touch in SMB, strategic account planning and onsite engagement in Enterprise
- 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
- High integrity and passion for creating meaningful impact for customers and teammates alike
Benefits
- Meaningful equity
- A remote-first culture built on trust, autonomy, and shared impact
- For full-time employees: choice of medical, dental, and vision insurance plans for you and your family
- For full-time employees: additional insurance coverage options for life, accident, or critical illness
- For full-time employees: flexible paid time off, sick leave, short-term and long-term disability
- For full-time employees: 10 US observed holidays
- For full-time employees in Canada: statutory holidays by province
- For full-time employees: a home office stipend
- For full-time employees based in the US: 401(k)
- For full-time employees based in Canada: RRSP
- For full-time employees: paid parental leave
- For full-time employees: a local in-person meet-up program
Company Overview