Director of Customer Success, Everlaw

• If you’re looking for a place that values passion, integrity, thinking big, and a desire to learn, we’d love to hear from you
• Think you’re missing some of the skills and are hesitant to apply?
• We do not believe in the ‘perfect’ candidate and encourage you to apply if you feel you can bring value to our team
• You have at least 8 years of experience leading Customer Success or post‑sales teams in a SaaS environment, including direct people management, owning a book of business, and driving retention, expansion, and customer ROI
• You are a strategic operator who can define a clear vision for your sub‑segment, translate it into concrete plans and goals, and adjust quickly based on data, risks, and changing customer needs
• You are a strong people leader who develops talent to work largely autonomously: you coach, delegate thoughtfully, practice situational leadership, and provide direct, timely feedback while holding your team accountable to commitments to customers, Customer Success, and Everlaw
• You champion diversity, equity, inclusion, and belonging in how you lead, make decisions, and build teams, ensuring every person has fair opportunities, feels welcomed, and is respected
• You role model Everlaw’s standards and values, including in‑office expectations, meeting engagement, and cross‑functional collaboration, and you bring unwavering integrity to how you show up for your team and customers
• You communicate with clarity, confidence and influence in writing, in presentations, and in conversation, proactively managing up and across to share status, surface risks, and build alignment with stakeholders
• You are deeply customer‑centric: you build credible, trusted, long‑term relationships, partner strategically to understand requirements, and proactively drive value, outcomes, and adoption across your portfolio
• You consistently drive results, using data and insight to prioritize, make decisions, and execute in service of Everlaw’s growth and your customers’ success
• You are a critical and innovative thinker who isn’t afraid to move quickly on customer and stakeholder expectations, while maintaining a thoughtful plan of action and clear rationale behind your decisions

Desirable

• Everlaw is seeking a highly-experienced Director of Customer Success that meaningfully contributes toward establishing a best in class Customer Leadership Team, delivers on results, and helps define and implement effective consumption-based customer success for the technology industry
• You’ll embody our company values of mutual respect, egoless communication, a drive to set a higher bar, and a relentless focus on the client experience
• As a senior leader of the Customer Success team, you’ll be responsible for leading a team of Customer Success Managers and Customer Success Associates who are responsible for the entire post-sale client experience in our Strategic and Plaintiff segments
• You’ll develop a team that provides an industry leading customer experience by partnering with clients on the segment-specific best practices for using Everlaw within their technology stack, managing escalations, and helping customers realize the full value of their investment in Everlaw
• You’ll also deeply collaborate across the company, partnering with Sales, Business Development, Product, Engineering, Finance, Marketing and the rest of the Customer Experience organization (including Support and User Education) to ensure a value-driven user experience
• Your work will matter — you'll greatly impact the day-to-day experience of our customers, the growth of the company, and be a strategic leader for the CS Team
• Understand the product! You’ll start your journey completing training modules to get up running on the ins and outs of the Everlaw platform
• Build, coach and manage a team of 7 Customer Success Managers and Customer Success Associates who are workflow experts, driving adoption and value through trusted partnership. You’ll lead meaningful one-on-ones with your team, providing actionable guidance, thoughtful feedback, and supporting individual career growth goals
• Develop a Customer Success roadmap for the Strategic and Plaintiff segments, and then generate required team training and processes to deliver the required outcomes
• Create long-lasting, deep and strategic relationships with customers
• Identify, track, innovate and deliver on customer metrics including case growth rate (NCR), net dollar retention (NDR), customer success qualified leads (CSQLs) and Moments that Matter (MtM) call to actions (CTAs)
• Develop a strong relationship with Product and Engineering teams to drive product improvements from customer and team feedback
• Autonomously collaborate cross-functionally to design and improve processes and drive an industry-leading customer experience
• Inspire, enable and develop your team to be Trusted Advisors and strategic workflow consultants