Director, Customer Success Management

About the Role

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.
What You'll Do

• 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

What You Bring

• 5+ years of management experience in Customer Success or Technical Account Management
• 2+ years in a second line management role
• Proven ability to scale CSM operations across multiple segments: scaled / tech touch in SMB, strategic account planning and onsite engagement in Enterprise
• 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
• High integrity and passion for creating meaningful impact for customers and teammates alike

Why EvenUp

• Opportunity to lead at a hyper-growth AI company recently valued at over $1B.
• Collaborate with a team of passionate, mission-driven colleagues.
• Competitive compensation, meaningful equity, and comprehensive benefits.
• A remote-first culture built on trust, autonomy, and shared impact.

#LIRemote

Benefits & Perks:

As part of our total rewards package, we offer attractive benefits and perks to our employees, including:

• 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.

(Please note the above benefits & perks are for full-time employees)

Notice to Candidates:

To ensure fairness and proper consideration, we do not accept resumes or expressions of interest via email or social media messages. If you're interested in a role, please submit your application directly through our careers page.

Please note that EvenUp may use AI notetakers and other recording devices in the recruiting process. If you interview with us, with your consent, we may record your conversations and summarize them into notes for internal use. Recording is optional, and declining will not affect your candidacy.