Director, Customer Onboarding

🕒 February 6

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EvenUp

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

Legal • Artificial Intelligence • SaaS

EvenUp is a company that specializes in providing AI-driven solutions for personal injury law firms to enhance the efficiency and effectiveness of case handling and settlements. The company's Claims Intelligence Platform™ supports law firms by generating AI demand letters designed to capture every detail and maximize case value. Their suite of products, including MedChrons, Executive Analytics, Case Preparation, Negotiation Preparation, and Settlement Repository, leverages AI and data analytics to streamline legal processes, improve negotiation outcomes, and increase the likelihood of hitting policy limits. EvenUp is SOC2 and HIPAA certified, ensuring high standards of security and privacy for sensitive legal and medical data. The company aims to level the legal playing field by providing personal injury firms with tools that utilize proprietary data and expert insights to navigate complex cases with precision and speed.

📋 Description

• Own the post-sale onboarding experience for new firms, from handoff through successful go-live and stabilization • Serve as the primary advocate for newly onboarded firms, ensuring their needs, concerns, and feedback are heard and addressed internally • Lead, mentor, and manage an onboarding team that conducts on-site and remote implementations, including travel planning and execution • Personally participate in on-site onboarding engagements as needed, particularly for complex or high-priority firms • Build and maintain structured onboarding plans, success metrics, timelines, and checklists tailored to each firm • Coordinate cross-functionally with Sales, Product, Customer Success, Engineering, Operations, Finance and leadership to ensure alignment and accountability • Develop and refine onboarding processes to improve consistency, efficiency, and client satisfaction • Manage scheduling across multiple firms, teams, and time zones with precision and flexibility • Identify risks or gaps early and proactively escalate or resolve issues before they impact the client experience • Create systems to track onboarding progress, outcomes, and performance metrics; report insights and trends to leadership • Act as a trusted senior presence for firm owners and leadership during a critical transition period

🎯 Requirements

• 8+ years of experience in onboarding, implementation, client success, operations, or a related leadership role • Experience in legal services (preferred), professional services, or similarly complex environments • Proven experience managing teams that travel and execute on-site client engagements • Strong background in customer advocacy and relationship management, particularly in high-stakes or transition-heavy environments • Exceptional organizational and project management skills; comfortable juggling multiple onboarding tracks simultaneously • Demonstrated ability to work cross-functionally and influence without direct authority • Willingness and ability to travel regularly (including overnight and multi-day site visits) • Executive-level communication skills with the ability to engage confidently with firm owners and senior leadership • Calm, solution-oriented leadership style with a high level of accountability

🏖️ Benefits

• 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