Strategy & Operations Business Partner for CS/CX

As the Strategy & Operations Business Partner for CS/CX, you will serve as the strategic "right hand" to our post-sales leadership across Customer Success and Customer Experience (CS and CX). You will be the primary architect and builder of cross-functional, change-oriented initiatives designed to optimize the end-to-end customer lifecycle. In this role, you will lead high-stakes go-to-market (GTM) and customer journey projects from initial conception through execution, ensuring every initiative delivers a measurable, data-driven ROI. You will play a central role in refining post-sales motions and driving product adoption, directly influencing Everlaw’s revenue, retention, and product adoption goals.

Must Have

• Serve as a core partner to CS/CX leaders, translating vision into operational roadmaps.
• Drive data-driven insights and advice to inform team decisions.
• Lead and project manage complex, high-impact CS initiatives from ideation to implementation.
• Define, refine, and maintain the rhythm of business for CS/CX.
• Foster cross-functional alignment across CS/CX, Sales, Marketing, Finance, and IT.
• Leverage expertise in Gainsight and other CS/GTM tools to optimize workflows.
• BA/BS degree.
• 8+ years of progressive experience in sales or CS strategy/operations, or RevOps.
• At least 4 years focused on operational and technical projects.
• Authorized to work in the United States without restrictions.

Good to Have

• Gainsight and/or Salesforce admin experience.
• Experience with consumption-based revenue models.
• Experience in professional services like management/strategy consulting or investment banking.
• Experience holding strategic and operational positions in a successfully scaling post-sales ops team.

Perks & Benefits

• Competitive compensation
• Comprehensive benefits package (medical, dental, wellness program, paid parental leave, professional development)
• Fully stocked kitchen
• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision insurance
• Flexible Spending Accounts for health and dependent care expenses
• Paid parental leave
• Approximately 10 days (80 hours) per year of sick leave
• Seventeen paid vacation days plus 11 federal holidays
• Membership to Modern Health for mental health and wellness
• Annual allocation for Learning & Development opportunities and professional membership dues
• Company-sponsored life and disability insurance
• Work in Uptown Oakland, steps from BART line and restaurants, walking distance to Lake Merritt
• Flexible work-from-home days on Tuesdays and Fridays
• Monthly home internet reimbursement
• Select your preference of hardware (Mac or PC) and customize your desk setup
• Enjoy a wide variety of snacks and beverages in the office
• Bond over company-wide out-of-the-box events and fun activities with your team
• Time off for company-sponsored volunteer events
• 4 paid hours per quarter to volunteer at a charitable organization of your choice
• Learning and career development opportunities

Getting started at Everlaw

• We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals.
• We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1.

In your role, you'll...

• Lead as a Strategic Advisor: Serve as a core partner to CS/CX leaders, helping translate high-level vision into actionable operational roadmaps and project plans, and executing against them. Build trust and partnerships to maximize results. Influence, lead, and inspire cross-functional teams in pursuit of project objectives.
• Facilitate Data-Driven Decisions: You will be driving leverage, insights, advice, and data-driven PoVs to inform the decisions of the teams you support. Keep stakeholders informed through timely updates and analysis, ensuring all CS projects tie directly to business objectives like churn reduction, product adoption, and revenue expansion. Accelerate decision making and drive alignment across GTM.
• Lead and Project Manage Complex, High Impact CS Initiatives: Manage a portfolio of projects from ideation through implementation—driving initiatives to unlock improved adoption, retention and expansion. Examples of projects include refining customer journey maps, evolving health scores, product adoption playbooks, and scaling onboarding processes. Manage multiple responsibilities and ambiguity with the agility to shift tasks or roles when necessary, working as a leader, as a team player, and independently.
• Establish Operational Standards: Define, refine, and maintain our rhythm of the business for CS/CX. Roll out best practices for intake, prioritization, and tracking data-driven ROI on CS/CX initiatives. Help drive continuous improvement of systems, processes, and procedures.
• Foster Cross-Functional Alignment: Influence and lead teams across CS/CX, Sales, Marketing, Finance, and IT to ensure a seamless handoff and unified experience throughout the entire customer lifecycle. Develop functional partnerships to maximize results, influencing and leading cross-functional teams to achieve project objectives. Keep stakeholders engaged and informed by providing timely updates and facilitating data-driven decision-making.
• Drive Gainsight & Tech Excellence: Strong tooling knowledge to find opportunities to efficiently leverage Everlaw tech stack. Leverage your expertise in Gainsight and other CS/GTM tools to optimize workflows, automate customer health tracking, and improve the efficiency of our post-sales motions.

About you

• BA/BS and a growth mindset to keep learning and developing your skills.
• 8+ years of progressive experience in sales or CS strategy and/or operations, RevOps with at least four years focused on operational and technical projects. Gainsight and/or Salesforce admin is preferred.
• Experience with consumption based revenue models is a plus. Experience in a professional services environment like management/strategy consulting or investment banking is a plus.
• Experience holding strategic and operational positions in a post-sales ops team that was successfully scaling.
• Excellent verbal and written communication, presentation, and interpersonal skills, with the ability to influence, build trust, and collaborate effectively with diverse stakeholders, across all levels of the organization, from GTM teams to leadership.
• Adept at influencing and inspiring cross-functional teams to drive alignment and accelerate decision-making across GTM, Finance, IT, and leadership teams, with a positive and proactive attitude.
• Exceptional organizational and problem-solving skills, with a high level of attention to detail and a strong ability to manage multiple responsibilities in an ambiguous, fast-paced environment.
• Self-starter with a strong sense of ownership and the agility to shift tasks or roles when necessary, working both independently and as a team player. You embrace change and technology to drive continuous improvement and growth.
• You are authorized to work in the United States without restrictions. Please note that at this time, Everlaw is not sponsoring employment visas for this role.

Benefits

• The expected salary range for this role is between $140,000 and $177,000. The final offered salary will be dependent upon many factors including the candidate's experience and skills. The base pay range is subject to change in the future.
• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care expenses
• Paid parental leave and approximately 10 days (80 hours) per year of sick leave
• Seventeen paid vacation days plus 11 federal holidays
• Membership to Modern Health to help employees prioritize mental health and wellness
• Annual allocation for Learning & Development opportunities and applicable professional membership dues
• Company-sponsored life and disability insurance
• Find out more about our Benefits and Perks

Perks

• Work in Uptown Oakland, just steps from the BART line and dozens of restaurants and walking distance to Lake Merritt
• Flexible work-from-home days on Tuesdays and Fridays
• Monthly home internet reimbursement
• Select your preference of hardware (Mac or PC) and customize your desk setup
• Enjoy a wide variety of snacks and beverages in the office
• Bond over company-wide out-of-the-box events and fun activities with your team
• Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
• Take advantage of learning and career development opportunities
• Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
• One of Wealthfront’s 2021 Career Launching Companies, and ranked #2 on the “2022 Bay Area Best Places to Work” list by the San Francisco Business Times and the Silicon Valley Business Journal
• One of Fast Company’s World's Most Innovative Companies for 2022 and proud contributor of free ediscovery resources to benefit the greater good through “Everlaw for Good”
• #LI-Hybrid
• #LI-BL1