Senior Customer Onboarding Specialist, Midmarket (Central, West US)

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not provided

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 readiness to travel up to 50% when necessary.

Requirements

• Knowledge of SaaS onboarding best practices
• Excellent communication and interpersonal skills
• Customer-centric mindset
• Ability to lead and facilitate training sessions
• Experience with customer relationship management (CRM) systems
• Familiarity with data tracking and analytics platforms (e.g., Vitally)

Responsibilities

• Onboarding Management & Process Ownership:
  • Lead comprehensive onboarding sessions for new customers (trial kickoff calls, live demos, tailored training).
  • Facilitate the smooth handoff from Sales to Customer Success.
  • Implement a structured onboarding process, ensuring key milestones are met (trial kickoff, product feedback, account reviews, transition calls).
• Customer Training & Adoption:
  • Develop and deliver high-impact onboarding and training sessions.
  • Lead product demonstrations covering 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 Account Executives (AEs), Customer Success Managers (CSM), Product, Legal/Medical Operations, and Engineering teams.
  • Act as the primary point of contact during the onboarding trial period, tracking key metrics.
  • Escalate issues when necessary.
• Strategic Customer Engagement:
  • Engage with key decision-makers and firm champions.
  • Lead high-level review sessions to discuss trial performance and identify upsell/cross-sell opportunities.

Application Instructions

• Not provided

Company Information

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