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

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