Director of Customer Success Job at Everlaw (New York, NY or Oakland, CA)

Director of Customer Success

Everlaw

Location:
United States , New York, NY or Oakland, CA

Category:
IT - Administration

Contract Type:
Not provided

Salary:

201000.00 - 254000.00 USD / Year

Save Job

Apply Position

Job Description:

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. 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.

Job Responsibility:

Lead a team of Customer Success Managers and Customer Success Associates responsible for the entire post-sale client experience in Strategic and Plaintiff segments
Develop a team that provides an industry leading customer experience by partnering with clients on segment-specific best practices for using Everlaw, managing escalations, and helping customers realize full value
Deeply collaborate across the company, partnering with Sales, Business Development, Product, Engineering, Finance, Marketing and the rest of the Customer Experience organization to ensure a value-driven user experience
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
Lead meaningful one-on-ones with 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 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 team to be Trusted Advisors and strategic workflow consultants

Requirements:

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
Strategic operator who can define a clear vision, translate it into concrete plans and goals, and adjust quickly based on data, risks, and changing customer needs
Strong people leader who develops talent to work largely autonomously: coaches, delegates thoughtfully, practices situational leadership, and provides direct, timely feedback while holding team accountable
Champions diversity, equity, inclusion, and belonging in leadership, decision-making, and team building
Role models company standards and values, including in‑office expectations, meeting engagement, and cross‑functional collaboration, and brings unwavering integrity
Communicates 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
Deeply customer‑centric: builds credible, trusted, long‑term relationships, partners strategically to understand requirements, and proactively drives value, outcomes, and adoption
Consistently drives results, using data and insight to prioritize, make decisions, and execute in service of growth and customer success
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 decisions

Nice to have:

Experience working in LegalTech or SaaS
Flexibility to travel to spend time with customers and team members
Authorized to work in the United States

What we offer:

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
Work in our midtown New York office
Flexible work-from-home days on Tuesdays and Fridays
Monthly home internet reimbursement
Select preference of hardware (Mac or PC) and customize 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 team
Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of choice
Take advantage of learning and career development opportunities

Additional Information:

Job Posted:
February 08, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

Everlaw - All Job Offers

Job Link Share:

Director of Customer Success

Everlaw

Location:
United States , New York, NY or Oakland, CA

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
February 08, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Director of Customer Success

Senior Director, Enterprise Customer Success

Senior Director, Enterprise Customer Success

Senior Director, Enterprise Customer Success

Customer Success Director