Senior Customer Onboarding Specialist, Enterprise (West)

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: (Not provided in the description)

EvenUp is a rapidly growing generative AI startup focused on empowering law firms to improve outcomes for personal injury victims. As a Senior Customer Onboarding Specialist, you will own and drive the post-sale onboarding process for new EvenUp customers, ensuring 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. This role requires a proactive, customer-centric mindset, excellent communication skills, and a deep understanding of SaaS onboarding best practices, coupled with a willingness to travel up to 50% when necessary.

Requirements

• SaaS Onboarding Experience: Proven experience in SaaS onboarding processes.
• Customer Communication: Excellent communication and interpersonal skills.
• Training & Presentation: Ability to develop and deliver engaging training sessions.
• Cross-Functional Collaboration: Strong ability to collaborate with multiple teams (Sales, Customer Success, Product, Legal/Medical Operations, Engineering).
• Analytical Skills: Ability to track key metrics and identify areas for improvement.
• Travel Flexibility: Willingness to travel up to 50% (as needed).

Responsibilities

• Onboarding Management & Process Ownership:
  • Lead comprehensive onboarding sessions for new customers, including trial kickoff calls, live demos, and tailored training sessions.
  • Facilitate the smooth handoff from Sales to Customer Success.
  • Implement a structured onboarding process for clients, ensuring key milestones are met (e.g., trial kickoff call, product feedback meetings, account reviews, and transition calls).
• Customer Training & Adoption:
  • Develop and deliver high-impact onboarding and training sessions.
  • 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.
• Cross-Functional Coordination & Feedback Integration:
  • Collaborate with AEs, CSMs, Product, Legal/Medical Operations, and Engineering teams.
  • Act as the primary point of contact during the onboarding trial period, tracking key metrics via platforms like Vitally and escalating issues.
  • Mentor and support junior onboarding team members.
• Strategic Customer Engagement:
  • Engage with key decision-makers and firm champions to establish strategic success metrics.
  • Lead high-level review sessions to discuss trial performance and identify upsell/cross-sell opportunities.

Application Instructions

• (Not provided in the description)

Company Information

• Company: EvenUp
• Industry: Generative AI, SaaS
• Mission: To level the playing field for personal injury victims.