Senior Customer Onboarding Specialist, Enterprise (West)

About the position

EvenUp is one of the fastest-growing generative AI startups in history, on a mission to level the playing field for personal injury victims, which range from motor vehicle accidents to child abuse cases. Our products empower law firms to secure faster settlements, higher payouts, and better outcomes for those who need it most. As a Senior Customer Onboarding Specialist, you will own and drive the post-sale onboarding process for new EvenUp customers, ensuring they achieve rapid adoption and sustained value from our platform. You will lead strategic onboarding sessions, coordinate with cross-functional teams, and work directly with key decision-makers and end-users. Your efforts will be critical in maximizing trial utilization and ultimately enhancing customer retention and satisfaction. This role requires a proactive, customer-centric mindset, excellent communication skills, and a deep understanding of SaaS onboarding best practices—coupled with a readiness to travel up to 50% when necessary.

Responsibilities

• Lead comprehensive onboarding sessions for new customers, including trial kickoff calls, live demos, and tailored training sessions covering EvenUp’s suite of products.
• Facilitate the smooth handoff from Sales to Customer Success by ensuring all critical customer information is accurately collected and documented.
• Implement a structured onboarding process for your clients, ensuring that key milestones are met (e.g., trial kickoff call, product feedback meetings, account reviews, and transition calls).
• Develop and deliver high-impact onboarding and training sessions to equip customers with the skills necessary to use EvenUp’s platform effectively.
• Lead product demonstrations covering key features of EvenUp’s Claims Intelligence Platform.
• Ensure all potential users are active in the EvenUp portal and support continuous learning through follow-up sessions and best-practice sharing.
• Collaborate closely with Account Executives (AEs), Customer Success Managers (CSM), Product, Legal/Medical Operations, and Engineering teams to ensure customer requirements and feedback are promptly addressed.
• Act as the primary point of contact during the onboarding trial period, tracking key metrics (e.g., user engagement, demand submissions, software utilization) via platforms like Vitally and escalating issues when necessary.
• Mentor and support junior onboarding team members while refining onboarding strategies to achieve higher trial conversion rates.
• Engage with key decision-makers and firm champions to establish strategic success metrics and ensure alignment on implementation milestones.
• Lead high-level review sessions (e.g., account strategy sessions and transition meetings) to discuss trial performance, identify upsell or cross-sell opportunities, and gather actionable feedback.
• Advocate for continuous customer improvement by initiating meetings with customers to troubleshoot problems, optimize workflows, and set clear next steps toward long-term success.

Requirements

• 5+ years of experience in customer onboarding, implementation, or success roles, preferably within the SaaS or legaltech industries.
• Demonstrated ability to manage end-to-end onboarding processes for enterprise clients and high-value accounts.
• Excellent verbal and written communication skills with the ability to present complex technical solutions to non-technical stakeholders.
• Strong project management, organizational, and problem-solving abilities.
• Proven track record of driving customer adoption and achieving high trial-to-subscription conversion.
• High technical aptitude with a strong understanding of SaaS platforms and relevant legaltech applications.
• Ability to work collaboratively in a fast-paced, cross-functional environment with a customer-first mindset.
• Willingness to travel up to 50% as required for onsite customer engagements and training sessions.

Benefits

• Choice of medical, dental, and vision insurance plans for you and your family
• Flexible paid time off
• 10 US observed holidays, and Canadian statutory holidays by province
• A home office stipend
• 401(k) for US-based employees
• Paid parental leave
• Sabbatical program
• A meet-up program to get together in person with colleagues in your area
• Offices in San Francisco, Los Angeles, and Toronto