We are seeking a highly experienced and strategic Vice President of Customer Success to lead our customer success efforts and ensure the satisfaction of our valued clients. As the VP of Customer Success, you’ll play a critical role in driving customer adoption, retention, and expansion. You’ll use your egoless communication, and lead a team responsible for building strong relationships with our customers, understanding their needs, and providing exceptional support and guidance throughout their journey with our organization. 

Everlaw’s Customer Experience team guides customers through 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 Oakland, California office with a hybrid work schedule: in office M/W/Th with the option to work from home 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. 
• 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...

• Customer Success Strategy: Partner with Everlaw’s Chief Customer Officer to develop and execute a comprehensive customer success strategy aligned with the company’s goals and objectives. 
• Customer Onboarding and Adoption: Collaborate with cross-functional teams, including sales, product, data ops and support, to ensure smooth customer onboarding and successful adoption of our solutions.
• Customer Relationship Management: Build and nurture strong relationships with customers, understanding their business needs, goals, and challenges.  Guide customers through value realization to maximize their investment with Everlaw.
• Customer Advocacy and Expansion: Identify opportunities for customer advocacy and expansion. 
• Customer Health Monitoring and Forecasting: Develop and implement processes and tools to monitor customer health, identify potential risks or issues, and take proactive measures to mitigate them.
• Customer Feedback and Insights: Gather customer feedback, understand their pain points, and advocate for necessary improvements or enhancements to our products/services. 
• Team Leadership: Guide and mentor a high-performing team of Leaders, Customer Success Managers, Customer Success Associates. 
• Cross Functional Collaboration and Communication: Foster strong cross-functional collaboration and communication with teams such as sales, marketing, product, and support.

About you

• You have a history of outstanding performance as a leader with at least 7 years of customer success leadership experience.
• Mature our customer success strategy. You will build a customer success vision and strategy, and outline what resources are needed for success. You will also collaborate with our leadership team, product, engineering, marketing, and sales to build and execute our customer success plan. 
• Bring empathy for our customers. Gain a deeper understanding of Everlaw’s software and customers through training and experience, allowing you to better target our customer success strategy to resonate with our different customer segments.
• Coach and develop a high performing team. You will provide mentorship, management and support to our existing team. 
• You are authorized to work in the United States. Please note that currently, Everlaw is not sponsoring employment visas.

Benefits

• The expected salary range for this role is between $240,000 and $300,000. This role is also eligible for additional incentive pay/commission. The final offered salary will be dependent upon many factors including the candidate’s experience and skills. The base pay range is 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 Uptown Oakland, just steps from the BART line and dozens of restaurants and walking distance to Lake Merritt
• 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