Director of Customer Success & AI-Driven Adoption (Remote)

Remote Genie; United States; Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Home office stipend

401(k) for US employees

Job summary

EvenUp is seeking a Director of Customer Success Management to lead and scale a growing CSM team across SMB, Mid-Market, and Enterprise. This senior role focuses on driving product adoption, retention, expansion, and advocacy while balancing strategic thinking with hands-on leadership.

You’ll build scalable processes, foster trusted relationships at all organizational levels, and collaborate with Sales, Product, and Marketing to improve customer outcomes in a fast-paced, remote-first environment.

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, Mid-Market and Enterprise segments.
• Experience with SaaS product lifecycles and adoption metrics.
• Strong executive-level communication and relationship-building skills.

Responsibilities

• Manage CSM Managers and teams across SMB–Enterprise segments to meet quarterly targets.
• Set specific goals for activation, satisfaction and retention; drive team performance.
• Leverage process and technology to scale outbound motions and AI product releases.
• Scale and mature the CSM function to drive expansion and adoption of major product transitions.
• Hire, ramp, and develop contributors in a high-performance organization.
• Collaborate with Sales, Product, and Marketing to align on customer outcomes.

Skills

CSM leadership

SaaS experience

Second-line mgmt

Cross-functional collaboration

Job description

EvenUp is seeking a Director of Customer Success Management to lead and scale a growing CSM team across SMB, Mid-Market, and Enterprise. This senior role focuses on driving product adoption, retention, expansion, and advocacy while balancing strategic thinking with hands-on leadership.

You’ll build scalable processes, foster trusted relationships at all organizational levels, and collaborate with Sales, Product, and Marketing to improve customer outcomes in a fast-paced, remote-first environment.