Director of Customer Success; Strategic & Plaintiff

Position: 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,…