Team Lead, Customer Onboarding

Eve is seeking a Team Lead, Customer Onboarding to lead and mentor a team of onboarding specialists, ensuring exceptional customer success and adoption of Eve's AI-driven legal tech solutions. This role involves overseeing complex customer implementations, optimizing onboarding workflows, developing training programs, and collaborating cross-functionally to drive product improvements and maximize value for strategic customers.

Must Have

• Build, mentor, and manage a high-performing team of onboarding specialists.
• Oversee complex customer implementations, ensuring consistent, high-quality onboarding experiences.
• Design and optimize onboarding workflows, playbooks, and best practices.
• Lead the development of comprehensive training curricula and certification programs.
• Partner with customers to understand their workflows and architect Eve's solutions.
• Define, track, and report on key implementation KPIs, customer health scores, and team performance metrics.
• Collaborate with sales, product, and engineering leadership to advocate for customer needs.
• Serve as the primary point of escalation for complex customer challenges.
• 5+ years in customer onboarding, implementation, or success roles with 2+ years managing teams.
• Deep understanding of SaaS platforms, API integrations, and ability to translate technical concepts.
• Proven ability to develop scalable processes and frameworks.
• Exceptional presentation and stakeholder management skills.
• Strong data-driven decision-making skills with experience using success metrics.
• Track record of hiring, coaching, and developing high-performing customer success teams.

Good to Have

• Experience in legal tech, AI, or data-driven enterprise products.
• Passion for building and leading teams while maintaining hands-on customer engagement.
• Excellence in program management with demonstrated ability to manage multiple strategic initiatives.
• Change management experience in fast-paced, high-growth environments.
• Strong dedication to operational excellence and continuous improvement.
• Ability to balance strategic thinking with tactical execution.

Perks & Benefits

• Competitive Salary & Equity
• 401(k) Program & company match
• Health, Dental, Vision and Life Insurance
• Short Term and Long Term Disability
• Commuter Benefits
• Autonomous Work Environment
• In-Office/Home Office Setup Reimbursement
• Flexible Time Off (FTO) + Holidays
• Quarterly Team Gatherings
• In office Perks

Company Overview:

Eve is on a mission to revolutionize the legal tech industry by providing innovative AI-driven solutions that empower plaintiff attorneys to succeed. Our values of Excellence, Visionary Innovation, and Elevation guide everything we do-from how we work as a team to how we serve our clients and their clients.

Why Join Eve:

As a Team Lead Onboarding Manager, you'll lead our customer onboarding function while ensuring exceptional customer success and adoption of Eve's solutions. You'll manage and mentor a team of onboarding specialists, develop scalable processes, and work directly with strategic customers to drive implementation excellence and maximize value from our legal AI technology.

What You Will Accomplish:

• Team Leadership: Build, mentor, and manage a high-performing team of onboarding specialists, providing coaching, performance feedback, and professional development
• Strategic Implementation: Oversee complex customer implementations while ensuring your team delivers consistent, high-quality onboarding experiences
• Process Development: Design and optimize onboarding workflows, playbooks, and best practices to scale customer success across diverse client needsCustomer
• Training Programs: Lead the development of comprehensive training curricula and certification programs for customers and internal teams
• Solution Optimization: Partner with customers to understand their workflows and architect Eve's solutions to meet their specific requirements
• Success Metrics & Reporting: Define, track, and report on key implementation KPIs, customer health scores, and team performance metrics
• Cross-functional Leadership: Collaborate with sales, product, and engineering leadership to advocate for customer needs and drive product improvements
• Escalation Management: Serve as the primary point of escalation for complex customer challenges and ensure timely resolution

What We Are Looking For:

• Leadership Experience: 5+ years in customer onboarding, implementation, or success roles with 2+ years managing teams
• Technical Expertise: Deep understanding of SaaS platforms, API integrations, and ability to translate technical concepts for diverse audiences
• Strategic Thinking: Proven ability to develop scalable processes and frameworks that support rapid growth
• Communication Excellence: Exceptional presentation and stakeholder management skills across all organizational levels
• Analytical Capabilities: Strong data-driven decision-making skills with experience using success metrics to drive improvements
• Team Development: Track record of hiring, coaching, and developing high-performing customer success teams

You Will Thrive In This Role If You Have:

• Experience in legal tech, AI, or data-driven enterprise products
• Passion for building and leading teams while maintaining hands-on customer engagement
• Excellence in program management with demonstrated ability to manage multiple strategic initiatives
• Change management experience in fast-paced, high-growth environments
• Strong dedication to operational excellence and continuous improvement
• Ability to balance strategic thinking with tactical execution

Benefits

• Competitive Salary & Equity
• 401(k) Program & company match
• Health, Dental, Vision and Life Insurance
• Short Term and Long Term Disability
• Commuter Benefits
• Autonomous Work Environment
• In-Office/Home Office Setup Reimbursement
• Flexible Time Off (FTO) + Holidays
• Quarterly Team Gatherings
• In office Perks

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.