Director of Customer Success Management

• We’re looking for a Director of Customer Success Management to lead and scale our growing CSM team as a second-line manager. This person will be responsible for driving product adoption, retention, expansion, and advocacy across our SMB, Mid-Market, and Enterprise customer segments
• You’ll develop a best-in-class CSM motion that’s both strategic and hands-on — focused on building trusted relationships at all levels of the organization, creating scalable processes, and collaborating cross-functionally to deliver exceptional customer outcomes
• This is a key leadership role at EvenUp as we scale our investment in customer enablement and engagement — ideal for someone who thrives in fast-paced, ambiguous environments and knows how to balance structure with flexibility
• Manage CSM Managers and teams across our customer segments (ranging from SMB to Enterprise and Strategic accounts) to deliver quarterly NDR and lead generation goal attainment
• Develop specific and targeted goals that are oriented to end user activation, satisfaction, and retention, while driving team performance systematically
• Leverage process and technology to scale outbound motions, including in the rapid release of AI-forward products to a diverse user base
• Scale and mature an existing function to drive expansion and adoption of major product transitions in the last 6 - 12 months
• Hire and ramp contributors into a high-performance organization with recruiting, training, and pace setting
• Experiment with and refine lifecycle playbooks to drive value from existing subscriptions and creates opportunities for expansion with new product cross sales (owned by Account Management)
• Partner cross-functionally with Sales, Product, and Marketing leadership to align on customer outcomes, share insights, and drive continuous improvement

Benefits

• Flexible working hours to match your style
• Offsites - get to meet your coworkers on a fully-expenses trip ever 6-12 months
• A variety of virtual team events such as game nights & happy hours
• Choice of medical, dental, and vision insurance plans for you and your family
• Flexible paid time off and 10+ holidays per year
• A stipend to upgrade your home office for fully-remote roles
• 401k for US-based employees

• Experience in managing user lifecycles and driving adoption and engagement with SaaS products, including in competitive environments
• Exceptional communication and relationship-building skills; comfortable working with senior executives both internally and externally, navigating complex client organizations
• 5+ years of management experience in Customer Success or Technical Account Management
• 2+ years in a second line management role
• High integrity and passion for creating meaningful impact for customers and teammates alike
• Proven ability to scale CSM operations across multiple segments: scaled / tech touch in SMB, strategic account planning and onsite engagement in Enterprise