Remote Position
[Remote] VP, Customer Success
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. EvenUp is seeking a VP of Customer Success to lead and scale its post-sales organization as it expands its AI-driven platform and enterprise business. The role oversees AI adoption, customer success, support, account management, and strategic accounts while driving customer retention, product adoption, and value realization among personal injury law firms.
Responsibilities
- Drive AI Adoption & Change Management: Spearhead post-sales customer strategies that help law firms successfully adopt and integrate AI workflows (including Lexis+ Protégé™ integrations), demonstrating how AI products enhance staff efficiency and drive superior case outcomes
- Lead Account Expansion & Retention: Partner with the incoming President, Field Operations and sales leadership to build proactive retention and expansion playbooks, turning around key accounts, unlocking beta program participation, and increasing net revenue retention across enterprise contracts
- Scale Executive & Ecosystem Partnerships: Serve as an executive sponsor for top-tier law firm clients, leading complex implementation milestones and building trust with key legal technology partners
- Build & Benchmark CS Operations: Design and scale a world-class Customer Success organization, establishing operational metrics, onboarding frameworks, and proactive account health monitoring tailored to high-growth vertical SaaS
- Cross-Functional Leadership: Collaborate closely with Product, Engineering, and Revenue teams to champion customer feedback, guide product roadmaps, and refine workflows across the personal injury lifecycle
Skills
- 15+ years of Customer Success and Account Management leadership experience in high-growth vertical SaaS, enterprise software, or legaltech environments, with a track record leading VP or Senior Director-level organizations
- Demonstrated experience guiding enterprise customers through disruptive technology adoption, driving value realization, and consulting clients on workflow transformation
- Proven history of driving gross revenue retention and net revenue retention (NRR), executing complex contract renewals/expansions, and turning around at-risk customer relationships
- Ability to partner effectively with C-suite executives (CRO, Product Leadership) and drive cross-functional alignment on complex, high-stakes customer deployments
- Strong analytical and operational acumen to build playbooks, structure CS team performance metrics, and scale customer operations rapidly
Benefits
- 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, and Canadian statutory holidays by province.
- For full-time employees: a home office stipend.
- For full-time employees: 401(k) for US-based employees and RRSP for Canada-based employees.
- For full-time employees: paid parental leave.
- For full-time employees: a local in-person meet-up program.
Company Overview