VP, Customer Success

EvenUp; San Francisco (CA); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Home office stipend

401(k) / RRSP

Paid parental leave

In-person meetups

Hubs in San Francisco and Toronto

Job summary

EvenUp is seeking a visionary VP of Customer Success to lead our post-sales organization, accelerating AI adoption, onboarding, and customer value realization for personal injury law firms leveraging our AI-driven platform.

You will partner with executive leadership to scale our CS, account management, and support teams, drive retention and expansion across enterprise contracts, and build world-class operations with data-driven playbooks and proactive health monitoring.

Qualifications

• 15+ years of CS and account management leadership in high-growth enterprise software.
• Proven AI adoption experience guiding enterprise customers.
• Track record of improving gross revenue retention and net revenue retention.
• Strategic ability to align CS with CRO and product leadership.
• Strong data analytics to build scalable CS playbooks.

Responsibilities

• Drive AI Adoption & Change Management across law firms and enterprise clients.
• Lead Account Expansion & Retention with proactive playbooks and executive sponsorship.
• Scale executive & ecosystem partnerships with top-tier law firms and technology partners.
• Build & benchmark CS operations with onboarding frameworks and health monitoring.
• Cross-functional leadership with Product, Engineering and Revenue teams to align roadmaps.

Skills

Executive leadership

AI change management

Revenue growth

Strategic cross-functional execution

Data-driven / metrics-driven

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.

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.

What we look for:

• Proven Executive Leadership: 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.

• Mastery in AI Change Management: Demonstrated experience guiding enterprise customers through disruptive technology adoption, driving value realization, and consulting clients on workflow transformation.

• Track Record of Revenue & Account Growth: Proven history of driving gross revenue retention and net revenue retention (NRR), executing complex contract renewals/expansions, and turning around at-risk customer relationships.

• Strategic Cross-Functional Execution: Ability to partner effectively with C-suite executives (CRO, Product Leadership) and drive cross-functional alignment on complex, high-stakes customer deployments.

• Data-Driven & Scalable Operational Mindset: Strong analytical and operational acumen to build playbooks, structure CS team performance metrics, and scale customer operations rapidly.

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 candidity.

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