Everlaw · 3 hours ago
Director of Customer Success (Strategic & Plaintiff)
Oakland, CA
Full-time
Hybrid
Director/Executive
$201K/yr - $254K/yr
8+ years expEverlaw is seeking a highly-experienced Director of Customer Success that meaningfully contributes toward establishing a best in class Customer Leadership Team. In this role, you will lead a team responsible for the post-sale client experience while collaborating across various departments to ensure a value-driven user experience.
Cloud ComputingDocument ManagementLegalLegal Tech
No H1B
Responsibilities
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
Qualification
Required
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
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
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
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
Role model Everlaw's standards and values, including in‑office expectations, meeting engagement, and cross‑functional collaboration, and bring unwavering integrity to how you show up for your team and customers
Communicate 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 with stakeholders
Deeply customer‑centric: build credible, trusted, long‑term relationships, partner strategically to understand requirements, and proactively drive value, outcomes, and adoption across your portfolio
Consistently drive results, using data and insight to prioritize, make decisions, and execute in service of Everlaw's growth and your customers' success
A 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 your decisions
Preferred
Experience working in LegalTech or SaaS, but this is not required
Flexibility to travel to spend time with customers and team members
Authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions
Benefits
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
Company
Everlaw
Everlaw offers a platform for document analysis to law firms, government, and corporations.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$298.6MKey Investors
TPG GrowthCapitalGMenlo Ventures
2021-11-02Series D· $202M
2020-03-10Series C· $62M
2018-06-28Series B· $25M
Leadership Team
AJ Shankar
Founder, CEO
Scott Allen
Chief Financial Officer
Recent News
2025-12-03
bloomberglaw.com
2025-11-07
Company data provided by crunchbase