EvenUp

Director, Customer Onboarding

EvenUp

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $165,000 - $185,878 per year

Job Level

Lead

About the role

  • 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

Requirements

  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
onboardingimplementationproject managementclient successoperationsrisk managementperformance metricsprocess improvementscheduling
Soft Skills
customer advocacyrelationship managementorganizational skillscross-functional collaborationinfluence without authorityexecutive communicationsolution-oriented leadershipaccountabilitymentoring