Customer Onboarding Specialist, Midmarket
Job Description:
- Own and drive the post-sale onboarding process for new EvenUp customers, ensuring they achieve rapid adoption and sustained value from our platform
- Lead strategic onboarding sessions, coordinate with cross-functional teams, and work directly with key decision-makers and end-users
- Maximize trial utilization and ultimately enhance customer retention and satisfaction
- Develop and deliver high-impact onboarding and training sessions to equip customers with the skills necessary to use EvenUp’s platform effectively
- 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
- Engage with key decision-makers and firm champions to establish strategic success metrics and ensure alignment on implementation milestones
- Mentor and support junior onboarding team members while refining onboarding strategies to achieve higher trial conversion rates.
Requirements:
- 2+ years of experience in the SaaS or legaltech industries, preferably within customer onboarding, implementation, or success roles
- 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
- Proven track record of driving customer adoption and achieving high trial-to-subscription conversion
- Strong project management, organizational, and problem-solving abilities
- 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 25% as required for onsite customer engagements and training sessions.
Benefits:
- 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