Head of Customer Success

We are seeking an accomplished Head of Customer Success to spearhead our team's progression to the next stage of expansion. This role calls for an experienced leader capable of devising and executing strategies aimed at enhancing customer adoption, elevating customer satisfaction, crafting comprehensive action plans for addressing dissatisfied customers, and boosting contract renewals. As the Head of Customer Success, you will play a pivotal role within our leadership team and must be driven by a commitment to consistently deliver exceptional customer experiences on a large scale.

What you'll do:

• Develop and performance manage overall KPIs, individual and team metrics to utilize a data based approach within the Customer Success Team

• Act as a trusted member of the leadership team and represent the CS team in strategic conversations

• Take us from a team to an awesome engine: scale the team from ~7 to 40+, inspire confidence to bring the team together, and keep team morale high while making hard decisions on our path to $100M of ARR

• Bring your expertise in senior level customer success engagement for key accounts

• Optimize processes around sales handoff, implementation, training, and ongoing account review to minimize churn, support account expansion and enhance the customer experience

• Lead the team’s customer activities to optimize the customer journey including training, professional services, support, renewals, expansion, and advocacy

What we look for:

• 8+ years of experience in a client services, customer success or business management leadership role 

• Minimum of 3+ years of experience at a hyper growth (100% year over year growth) startup

• Leading and scaling both mid-market and enterprise account management teams responsible for achieving revenue targets

• You know world-class and how to get there from here; you have built and org from 0-1 and then from 1-100

• Deep empathy for customers and a genuine passion for driving revenue and growth

• General urgency in execution and tendency toward speed with ability to adapt and change

• Ability to travel within the United States to meet with clients

• Experience in Legal Tech or working with Legal Professionals is a plus

Benefits & Perks:

We seek to empower all of our team members to fulfill our mission of making the world a more just place, regardless of our team’s function, geography, or experience level. To that end, we offer:

• Fully remote setup - work from wherever you feel is best (Plus a stipend to upgrade your home office!)

• Flexible working hours to match your style

• Offsites - get to meet your coworkers on a fully-expensed trip every 6-12 months!

• Choice of great medical, dental, and vision insurance plan options

• Flexible paid time off

• A variety of virtual team events such as game nights & happy hours

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

About EvenUp:

EvenUp is a venture-backed generative AI startup that ensures injury victims are awarded the full value of their claims, expanding the $100B+ in awards granted to injury victims every year. Every year, the legal system has made it difficult for millions of ordinary people to seek justice, especially for folks without means or who come from underrepresented backgrounds. Our vision is to help these injury victims get the justice they deserve, irrespective of their income, demographics, or the quality of their legal representation.

EvenUp operates across all types of injury cases, from police brutality and child abuse to California wildfires and motor vehicle accidents. Our ML-driven software empowers attorneys to accurately assess the value of these cases by doing a core part of their workflow (legal drafting), enabling them to secure larger settlements in record time. As EvenUp evaluates more cases, our proprietary data grows, enhancing the precision of our predictions and delivering more value to both attorneys and victims alike.

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