[Hiring] VP of Customer Success @EvenUp

Role Description

We are seeking a VP of Customer Success to lead our post-sales organization and spearhead our next stage of enterprise expansion. This role will be responsible for managing and scaling our AI Adoption (onboarding), CSM, Customer Support, Account Management, and Strategic Account teams.

As EvenUp scales its AI-driven platform and expands strategic ecosystem partnerships (such as our deep integration with LexisNexis), this leader will drive change management, product adoption, and value realization across personal injury firm clients.

In this role, you will partner closely with executive leadership, including our President, Field Operations, to transition customer workflows toward proactive case management, elevate account retention, and lead complex product launches. As a pivotal leader on our team, you will establish high-trust customer partnerships, coach clients on integrating AI into their daily operations, and ensure our post-sales engine scales seamlessly with our rapid revenue growth.

What you'll do:

• 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.

Qualifications

• 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

• Choice of medical, dental, and vision insurance plans for you and your family.
• Additional insurance coverage options for life, accident, or critical illness.
• Flexible paid time off, sick leave, short-term and long-term disability.
• 10 US observed holidays, and Canadian statutory holidays by province.
• A home office stipend.
• 401(k) for US-based employees and RRSP for Canada-based employees.
• Paid parental leave.
• A local in-person meet-up program.
• Hubs in San Francisco and Toronto.