Director of Customer Risk – Escalations

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $185k - $215k / year

⏰ Full Time

🔴 Lead

🎲 Risk

👻 Ghost score 0%

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Eve

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚖️ Legal

🤖 Artificial Intelligence

☁️ SaaS

💰 $103M Series B - Eve on 2025-09

Legal • Artificial Intelligence • SaaS

Eve is an AI-native legal software company that provides an AI operating system (EveOS) and suite of AI tools purpose-built for plaintiff law firms. Its platform automates and accelerates intake (24/7 multilingual intake and live signing), case evaluation, drafting (demand letters, complaints, discovery), medical chronologies, legal research, and litigation workflows through products like Eve Analyst, Eve Agents, Eve Auditor, Eve Research, and Atlas — a living data layer that auto-extracts and structures records. Eve emphasizes firm-wide intelligence and collaboration, integrates with existing case management systems or operates standalone, and markets itself as SOC 2 Type II certified and HIPAA-compliant. It's used by hundreds-to-thousands of plaintiff-focused firms to increase case capacity, speed up work, and improve settlements and firm performance.

📋 Description

• Lead Eve's response when customers encounter serious product, integration, delivery or adoption problems • Build and run the customer escalation program • Personally lead complex recovery plans and executive customer conversations • Maintain a unified view of flagged customer risks and escalations • Set severity based on customer impact and urgency, assign accountable owners and next steps, and determine which cases require direct leadership • Work with Support, Product and Engineering to understand failures, dependencies and remedies, translating findings into clear customer communication • Set decision deadlines and escalate priority or resource conflicts to the VP of Customer Success and relevant functional leaders • Define exit criteria, confirm recovery completion and return customers to their account teams • Identify recurring escalation causes and improve the product, delivery process and customer experience

🎯 Requirements

• Experience personally leading complex enterprise software escalations, customer recovery or technical account engagements • A hands-on technical background, such as support engineering, solutions engineering or architecture, technical account management or implementation engineering • Ability to work through complex issues with engineers, test assumptions and separate symptoms from underlying causes • Record of communicating clearly with customer executives during difficult situations and earning trust through follow-through • Experience building an escalation or customer risk program, including prioritization, accountable owners and clear criteria for resolution • Sound judgment under pressure and ability to secure decisions across teams without direct management authority • Experience using data, AI or automation to identify emerging problems and improve follow-through, while checking the quality of the underlying information • Experience with legal technology, enterprise integrations or complex software implementations (nice to have) • Incident management experience, including leading the response to high-severity customer issues (nice to have) • Experience improving a recurring product or delivery problem using evidence from customer escalations (nice to have)

🏖️ Benefits

• Competitive Salary & Equity • 401(k) Program with Employer Matching • Health, Dental, Vision and Life Insurance • Short Term and Long Term Disability • Commuter Benefits (in office employees only) • Autonomous Work Environment • Workplace Setup Reimbursement • Telecomm Stipend • Flexible Time Off (FTO) + Holidays • Quarterly Team Gatherings • In office Perks (in office employees only)