EvenUp is looking for a Director, Customer Onboarding to lead the critical post-sale transition for newly acquired personal injury law firms. Your mission is to ensure every firm is successfully onboarded, fully operational, and confident in their partnership, supporting our goal of closing the justice gap with technology.
What You'll Do
- Own the post-sale onboarding experience from handoff through successful go-live and stabilization.
- Serve as the primary advocate for newly onboarded firms, ensuring their needs and feedback are addressed internally.
- Lead, mentor, and manage an onboarding team that conducts on-site and remote implementations.
- 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.
- 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 to leadership.
- Act as a trusted senior presence for firm owners and leadership during a critical transition period.
What We're Looking For
- 8+ years of experience in onboarding, implementation, client success, operations, or a related leadership role.
- 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.
Nice to Have
- Experience in legal services.
Team & Environment
You will lead a traveling onboarding team and coordinate closely with Sales, Product, Customer Success, Engineering, Operations, and Finance teams.
Benefits & Compensation
- 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.
Work Mode
This is a hybrid role open to candidates in San Francisco or Toronto.
EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
