Director, Customer Delivery & Education

Lead the teams that help law firms implement Eve, move their data, connect their systems and learn to use the product confidently. Reporting to the VP of Customer Success, you will lead implementation, migration, customer education and integrations through functional leaders and project leads.

You will build a consistent delivery experience, from agreeing the scope and preparing for launch to helping customers work independently. You will coach leaders, plan capacity and step into selected complex engagements when customers or teams need your help. Customer Success Managers own the customer relationship throughout, and Product and Engineering decide product readiness and release timing.

About the Role:

• Lead and develop the managers and teams responsible for implementation, customer education and integrations. Set clear expectations, coach leaders and help teams improve their work.
• Plan delivery capacity and coordinate projects across teams. Make priorities, dependencies and tradeoffs clear so customers receive realistic plans and dependable communication.
• Build a repeatable approach to implementation and migration, including scope, customer responsibilities, readiness checks, validation and acceptance. Coordinate technical decisions with integration specialists, Product and Engineering.
• Help customers put everything they bought to work. Partner with Customer Success and Eve's Legal AI team on early adoption, clear customer outcomes and a smooth transition from project work to ongoing account management.
• Set the direction for customer education: practical training, reusable resources and learning programs that help customers work independently.
• Resolve stalled engagements and recurring delivery problems. Use customer feedback, delivery effort, delays and rework to improve the experience and how teams operate. When a project turns into a broader customer recovery, work alongside Eve's customer escalations lead.

What We Are Looking For:

• Experience leading customer-facing implementation, professional services or delivery teams in enterprise software, including managing managers or functional leaders.
• A record of guiding complex customer deployments and coordinating migrations, integrations and organizational change.
• Strong judgment in capacity planning, project scope, delivery commitments and customer communication.
• Enough technical understanding to work closely with specialists, recognize dependencies and explain choices clearly to customers and executives.
• Experience building repeatable delivery methods and using measures such as time to launch, on-time delivery and rework to improve quality, customer readiness and team performance.
• Practical experience using AI and automation to make delivery faster or more consistent without lowering quality for customers.

Nice to Have:

• Experience with legal technology, case management systems or law firm operations.
• Experience building customer education programs or helping organizations adopt AI-enabled workflows.
• Experience scaling a delivery or professional services team at a growing software company.