Director of Customer Success (Strategic & Plaintiff)

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.

At Everlaw, our mission is to promote justice by illuminating truth. Our company culture is open and vibrant and we’re committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. 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.

This is a full-time, exempt, on-site position located in our New York, NY or Oakland, CA office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr.

Getting started

• We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals. And you’ll spend meaningful time getting to know your direct reports and discover what excites and challenges them.
• We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1.

In your role, you'll...

• 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.

About you

• 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.

Pluses

• You have experience working in LegalTech or SaaS, but this is not required.
• You have the flexibility to travel to spend time with customers and team members.
• You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions.

Benefits

• The expected salary range for this role is between $201,000 - $254,000. This role is also eligible for additional incentive pay/commission. The final offered salary will be dependent upon many factors including the candidate’s experience and skills. The base pay range is subject to change in the future.
• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care expenses
• Paid parental leave and approximately 10 days (80 hours) per year of sick leave
• Seventeen paid vacation days plus 11 federal holidays
• Membership to Modern Health to help employees prioritize mental health and wellness
• Annual allocation for Learning & Development opportunities and applicable professional membership dues
• Company-sponsored life and disability insurance

Perks

• Work in our midtown New York office
• Flexible work-from-home days on Tuesdays and Fridays
• Monthly home internet reimbursement
• Select your preference of hardware (Mac or PC) and customize your desk setup
• Enjoy a wide variety of snacks and beverages in the office
• Bond over company-wide out-of-the-box events and fun activities with your team
• Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
• Take advantage of learning and career development opportunities 
• Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
• One of Wealthfront’s 2021 Career Launching Companies, and ranked #2 on the “2022 Bay Area Best Places to Work” list by the San Francisco Business Times and the Silicon Valley Business Journal
• One of Fast Company’s World's Most Innovative Companies for 2022 and proud contributor of free ediscovery resources to benefit the greater good through “Everlaw for Good”
• #LI-KV1
• #LI-Hybrid