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Everlaw Logo Everlaw · IT - Administration

Director of Customer Success

United States, New York, NY or Oakland, CA 201000.00 - 254000.00 USD / Year · Job Posted February 08, 2026
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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
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