Customer Onboarding Specialist

Employment Type: Full-Time Location Type: Remote Salary:

Position Overview

EvenUp is a rapidly growing generative AI startup dedicated to leveling the playing field for personal injury victims across various case types, from motor vehicle accidents to child abuse. Our innovative products empower law firms to achieve faster settlements, higher payouts, and better outcomes for those in need.

As a Customer Onboarding Specialist, you will be instrumental in managing and driving the post-sale onboarding process for new EvenUp customers. Your primary goal will be to ensure rapid adoption and sustained value from our platform. This role involves leading strategic onboarding sessions, coordinating with cross-functional teams, and working directly with key decision-makers and end-users. Your contributions will be crucial for maximizing trial utilization, enhancing customer retention, and improving overall customer satisfaction. This position requires a proactive, customer-centric approach, exceptional communication skills, a solid understanding of SaaS onboarding best practices, and a willingness to travel up to 25% as needed.

Responsibilities

Onboarding Management & Process Ownership

• Lead comprehensive onboarding sessions for new customers, including trial kickoff calls, live demos, and tailored training sessions on EvenUp’s product suite.
• Facilitate a seamless transition from Sales to Customer Success by ensuring accurate collection and documentation of critical customer information.
• Implement and manage a structured onboarding process for clients, ensuring key milestones are met (e.g., trial kickoff calls, product feedback meetings, account reviews, transition calls).

Customer Training & Adoption

• Develop and deliver impactful onboarding and training sessions to equip customers with the skills to effectively use EvenUp’s platform.
• Conduct product demonstrations highlighting key features of EvenUp’s Claims Intelligence Platform.
• Ensure all potential users are active in the EvenUp portal and support ongoing learning through follow-up sessions and best-practice sharing.

Cross-Functional Coordination & Feedback Integration

• Collaborate closely with Account Executives (AEs), Customer Success Managers (CSMs), Product, Legal/Medical Operations, and Engineering teams to address customer requirements and feedback promptly.
• Serve as the primary point of contact during the onboarding trial period, monitoring key metrics (e.g., user engagement, demand submissions, software utilization) via platforms like Vitally and escalating issues as necessary.
• Mentor and support junior onboarding team members while refining onboarding strategies to improve trial conversion rates.

Strategic Customer Engagement

• 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, transition meetings) to discuss trial performance, identify upsell/cross-sell opportunities, and gather actionable feedback.
• Drive continuous customer improvement by initiating meetings to troubleshoot problems, optimize workflows, and set clear next steps for long-term success.

Requirements

Experience

• 5+ years of experience in customer onboarding, implementation, or customer success roles, preferably within the SaaS or legaltech industries.
• Proven ability to manage end-to-end onboarding processes for enterprise clients and high-value accounts.

Skills & Competencies

• 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.
• Demonstrated track record of driving customer adoption and achieving high trial-to-subscription conversion rates.
• 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.

Company Information

EvenUp is one of the fastest-growing generative AI startups in history, on a mission to level the playing field for personal injury victims. Our products empower law firms to secure faster settlements, higher payouts, and better outcomes for those who need it most.