Director, Customer Onboarding

Director, Customer Onboarding at EvenUp

EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more.

We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at www.evenuplaw.com.

We are seeking an experienced Director, Customer Onboarding to lead the post-sale onboarding experience for newly acquired personal injury firms. This is a senior, client-facing role responsible for ensuring every firm is successfully transitioned, fully operational, and confident in their partnership with us.

The Director, Customer Onboarding is a customer advocate first, balancing operational rigor with relationship management. You will lead a traveling onboarding team, personally engage with firm leadership, and coordinate closely with Sales, Product, Customer Success, Engineering, Operations, and Finance teams to deliver a seamless onboarding experience; often on site.

The role demands exceptional organizational and coordination skills, including managing complex schedules, aligning diverse stakeholders, and navigating competing expectations. Furthermore, it requires experience instrumenting and managing teams against SaaS and user activation metrics, to ensure “magic moments” and widespread, lasting user adoption. Regular travel is a core component of the position.

Key Responsibilities

• 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

Qualifications & Experience

• 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

What Success Looks Like

• New firms feel supported, confident, and well-prepared from day one
• Onboarding timelines are met or exceeded without sacrificing quality
• Internal teams are aligned, informed, and clear on their roles
• Issues are anticipated and resolved before they become escalations
• The onboarding team operates efficiently, consistently, and professionally in the field

Notice to Candidates

EvenUp has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team – please know that we have no affiliation or connection to these situations. We only post open roles on our career page (evenuplaw.com/careers) or reputable job boards like our official LinkedIn or Indeed pages, and all official EvenUp recruitment emails will come from the domains @evenuplaw.com, @evenup.ai, @ext-evenuplaw.com, no-reply@ashbyhq.com or no‑reply@canditech.io email addresses.

To ensure fairness and proper consideration, we do not accept resumes or expressions of interest via email or social media messages. If you’re interested in a role, please submit your application directly through our careers page.

If you receive communication from someone you believe is impersonating EvenUp, please report it to us at talent-ops-team@evenuplaw.com. Examples of fraudulent domains include “careers-evenuplaw.com” and “careers-evenuplaws.com”.

Benefits & Perks

• 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

Please note the above benefits & perks are for full-time employees

Equal Opportunity Employer

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.

Compensation Range

$195K - $240K

Key skills/competency

• Customer Onboarding
• Implementation Management
• Client Success
• Relationship Management
• Project Management
• Cross-functional Collaboration
• SaaS Metrics
• User Adoption
• Team Leadership
• Travel Logistics