Everlaw is seeking a highly-motivated Director of Customer Success who embodies 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 key leader of the Customer Success team, you’ll be responsible for leading a team of Customer Success Managers who are responsible for the entire post-sale client experience. 

You’ll combine people, processes and technologies to deliver high impact and value added customer experiences throughout the Customer Journey. You’ll build and nurture a high performing team that is responsive, solution oriented, customer outcomes focused and innovative, constantly looking for ways to improve customer experience. You’ll develop automations that deliver customer success growth and retention motions at scale, leveraging the latest technology to surface opportunities while increasing team productivity and customer satisfaction. 

You’ll also collaborate across the company, partnering with departments including Sales, Marketing, Business Development, Product, Engineering, and the rest of the Customer Experience organization to drive aligned and tight execution. Your work will matter — you'll greatly impact the day-to-day experience of our clients, the growth of the company, and be a strategic leader for your team.

You’ll be part of the Customer Success team, which is a function in the Everlaw's Customer Experience team, that leads all aspects of the post-sale client experience, including onboarding, technical support, data migrations, user education, and ongoing account management. We are a diverse group that thrives on collaborating with every team across Everlaw to deliver an amazing experience to our customers. 

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 position based in our Washington D.C. 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...

  • Become product certified! You’ll start your journey completing training modules to get up running on the ins and outs of the Everlaw platform.

Strategy and Execution

  • Develop a comprehensive customer success strategy, specifically for the public sector (state, federal and education organizations in the US) that aligns with the company’s overall goals and objectives.
  • Assist in developing and refining CSM coverage, compensation and competency models. 
  • Establish KPIs and leading indicators to measure the effectiveness of customer success motions, including customer health scores, growth rate, forecast accuracy, motion completion rates, net dollar retention, logo/dollar churn etc. to ensure consistent and predictable monthly/quarterly results that align with the company objectives and revenue goals. 

Process Improvement 

  • Define and implement scalable processes to guide customers through their journey, from onboarding to adoption, expansion, and advocacy, ideally tailored to the specific requirements of the public sector.
  • Lead and collaborate with product, engineering, data science and Ops teams to build customer and utilization insights for public sector and utilize this to quantify customer value and identify expansion opportunities.
  • Use your process driven mindset to collaborate cross-functionally to design and improve processes and drive client experience metrics to goals, ensuring an industry-leading customer experience.
  • Ensure rigorous execution of CSM playbooks and metrics tracking to improve our understanding of activities that directly drive customer outcomes and increase accuracy in forecasting.

Relationships and Customer Growth

  • Cultivate and maintain strong relationships with key stakeholders, government officials, and decision-makers, bringing to bear executive presence, respect for the customer and prescriptive advisory to educate and evangelize customers towards adoption of cloud based, innovative solutions.
  • Collaborate closely with the Sales team to navigate complex sales cycles and post sales cycles, craft strategic mutual action plans, provide insights and point of view in RFPs with federal, state and local government agencies.  

Leadership and Culture

  • Provide coaching and support for CSMs executing all motions in the customer journey (onboarding to adoption, renewals, and expansion etc.).
  • Build, coach and manage a team of Customer Success Managers that own client satisfactions and achievement of business outcomes, fostering a culture of customer-centricity and continuous improvement.
  • Set clear performance expectations, provide coaching and development opportunities, and monitor team progress towards goals.
  • Lead meaningful one-on-ones and team meetings with your team, providing actionable guidance, thoughtful feedback, sharing vision and supporting individual career growth goals.

About you

  • You have at least 10 years of customer success, accounts management, or related experience ideally in the Public Sector, with at least 6 years of successful people management experience.
  • You have commercial acumen to lead renewal, up sell, cross sell conversations and contract negotiations, achieving Everlaw’s revenue objectives.
  • You have customer management acumen and proven track record of successfully managing customer expectations and escalations.
  • You have leadership skills with the ability to motivate and focus the organization on team and individual objectives while using your high emotional intelligence to understand how to influence and deftly challenge areas of the business that are not under direct control.
  • You think both strategically and tactically, thrive in ambiguity, and adapt on the fly to evolving situations. You also love identifying and delivering on tool and process improvements to enhance efficiency.
  • You have an affinity for building and sustaining strategic relationships internally and externally, using your exceptional oral and written communication skills to work more effectively across teams and communicating with customers.
  • You are genuinely interested in joining a fast-growing team and having a big impact on the success of the product and company.
  • You are authorized to work in the United States. Please note that at this time, Everlaw is not sponsoring U.S. employment visas for this role.

Pluses

  • You have experience in delivering Cloud based or SaaS solutions to government sector customers.
  • You have experience using Salesforce.
  • You have experience working in LegalTech.
  • You are comfortable using Google Applications, such as Gmail, Google Calendar and Google Docs.
  • You have experience with Customer Success tools.

Benefits

  • The expected salary range is between $190,000 and $240,000. The final offered salary will be dependent upon many factors including the candidate’s experience and skills. The base pay ranges are subject to change in the future.
  • 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
  • Find out more about our Benefits and Perks

Perks

  • Work in our downtown Washington D.C. office
  • Flexible work-from-home days on Tuesdays and Fridays
  • Monthly home internet reimbursement
  • Select your preference of hardware (Mac or PC) and customize your 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 your team
  • Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
  • Take advantage of learning and career development opportunities 
  • Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
  • One of Wealthfront’s 2021 Career Launching Companies, and ranked #2 on the “2022 Bay Area Best Places to Work” list by the San Francisco Business Times and the Silicon Valley Business Journal
  • One of Fast Company’s World's Most Innovative Companies for 2022 and proud contributor of free ediscovery resources to benefit the greater good through “Everlaw for Good”
  • #LI-KV1
  • #LI-Hybrid
Pursue Truth While Finding Yours
At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees. We know that when you’re empowered to pursue your passions, it is reflected in the work. That’s why we’re committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers. If you’re looking for a place that values passion, integrity, and a desire to learn, we’d love to hear from you! 
 
We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack -- pick your metaphor). It's a multi-billion dollar space typically dominated by service-oriented vendors, and we're coming at it with cutting-edge technology and elegant design. It's working, and we've been growing very rapidly: we host hundreds of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today. 
 
Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity, including the California Equal Pay Act.  Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
 
Everlaw requires all of its employees to be fully vaccinated for COVID-19, unless a medical or religious exemption applies.  If you are hired, we will require you to prove that you have received the COVID-19 vaccine, unless you have received a medical or religious exemption.
 
We collect and process the personal information you provided along with your job application in accordance with our Applicants Privacy Notice and Notice at Collection.
 

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