Director, Customer Success Management

EvenUp; United States; Remote; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life, accident, or critical illness 보험

Flexible paid time off and disability

10 US holidays & Canadian holidays

Home office stipend

401(k) / RRSP plans

Paid parental leave

In-person meetups

Hubs in San Francisco and Toronto

Job summary

EvenUp is a hyper-growth AI company reimagining personal injury outcomes. We are seeking a Director of Customer Success Management to lead and scale our CSM teams across SMB, Mid-Market, and Enterprise, driving product adoption, retention, and expansion in a remote-first environment.

This role partners with Sales, Product, and Marketing to align on customer outcomes, while building scalable processes and a high-performance culture.

Qualifications

• 5+ years of management experience in Customer Success or Technical Account Management.
• 2+ years in a second line management role.
• Experience scaling CSM operations across SMB, strategic, and enterprise segments.
• Proven ability to drive adoption and engagement with SaaS products.
• Excellent communication and relationship-building with senior executives.
• High integrity and desire to create meaningful impact for customers and teammates.

Responsibilities

• Lead and coach CSM Managers and teams across segments.
• Set goals for activation, satisfaction, and retention with measurable outcomes.
• Scale outbound motions and rapid AI-enabled product adoption.
• Mature the function to drive expansion and product transitions.
• Hire, onboard, and ramp contributors in a high-performance organization.
• Refine lifecycle playbooks to maximize value and cross-sell opportunities.
• Partner with Sales, Product, and Marketing to align on customer outcomes.

Skills

People management

Cross-functional leadership

Strategic thinking

Customer success

SaaS product experience

Executive communication

Tools

CRM systems

Data analytics

GTM planning

Job description

EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more.

We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at www.evenuplaw.com.

EvenUp is on a mission to level the playing field in personal injury law. Our AI-driven platform empowers law firms to deliver fair settlements faster by transforming raw case files and medical records into compelling legal documents that articulate the full value of a client’s injury. Backed by leading investors and recently valued at over $1B, we’re rapidly scaling our impact across the U.S. legal system.

We’re a passionate, curious, and high-performing team united by the belief that technology can drive more equitable outcomes for everyone.

About the Role

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 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

What You Bring

• 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

Why EvenUp

• Opportunity to lead at a hyper‑growth AI company recently valued at over $1 B.
• 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.

#LIRemote

Benefits & Perks:

As part of our total rewards package, we offer attractive benefits and perks to our employees, including:

• 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.

(Please note the above benefits & perks are for full‑time employees)

Please note that EvenUp may use AI notetakers and other recording devices in the recruiting process. If you interview with us, with your consent, we may record your conversations and summarize them into notes for internal use. Recording is optional, and declining will not affect your candidacy.

EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.