[Hiring] Director of Customer Success Management @EvenUp

Role Description

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.

What You’ll Do

• 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 create 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.

Qualifications

• 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

• Opportunity to lead at a hyper-growth AI company recently valued at over $1B.
• Collaborate with a team of passionate, mission-driven colleagues.
• Competitive compensation, meaningful equity, and comprehensive benefits.
• A remote-first culture built on trust, autonomy, and shared impact.

Benefits & Perks

• 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.