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Aerospace, Urban Air Mobility, Aviation

Director, Customer Delivery & Education

RemoteRemoteFull TimeDirector$180,000–$215,000 /yrPosted 4 days agoVisa sponsorship available

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Required skills

  • customer escalation program
  • complex recoveries
  • customer executives
  • Customer Success
  • Support
  • Product
  • technical judgment
  • customer communication
  • VP of Customer Success
  • functional leaders

Nice to have

  • legal technology
  • enterprise integrations
  • complex software implementations
  • incident management
  • high-severity customer issues

Role summary

The Director, Customer Delivery & Education will lead the company's response to critical customer issues related to product, integration, delivery, or adoption. This senior individual contributor role, reporting to the VP of Customer Success, involves building and managing the customer escalation program, personally leading complex recovery efforts, and engaging directly with customer executives. The role requires a hands-on technical background, strong communication skills for executive-level interactions, and the ability to drive decisions across cross-functional teams without direct authority. Key responsibilities include assessing escalation severity, assigning ownership, leading recovery plans, and identifying root causes to improve product and delivery processes. Experience with data, AI, or automation for problem identification and follow-through is also valued.

About EveEve is redefining legal technology for plaintiff law firms, and we're building the team that will take us there. We help firms handle more cases, recover more for clients, and grow with AI that works across every stage of a case, from intake through resolution. The next generation of great plaintiff firms will be AI-Native, and Eve is how they get there. But what makes Eve different isn't just the product. It's how we build it. If you're someone who takes ownership, stays curious, and wants to build AI that's already changing how law is practiced, this is where you belong.

Product-market fit: Eve is trusted by over 1000+ law firms, and we’re growing fast.Backed by top investors: We’ve raised over $160M from world-class partners including Spark Capital, Andreessen Horowitz(A16z), Menlo Ventures, and Lightspeed.Built by a world-class team: Engineers, designers, and operators from places like Scale, Meta, Airbnb, Cruise, Square, Rubrik, and Lyft are building Eve from the ground up.AI-Native from day one: We’re on the bleeding edge of AI, collaborating directly with teams at OpenAI and Anthropic to build best-in-class AI workflows tailored for legal work.Explosive growth: We are growing 2X revenue Quarter over Quarter.

Lead the teams that help law firms implement Eve, move their data, connect their systems and learn to use the product confidently. Reporting to the VP of Customer Success, you will lead implementation, migration, customer education and integrations through functional leaders and project leads.

You will build a consistent delivery experience, from agreeing the scope and preparing for launch to helping customers work independently. You will coach leaders, plan capacity and step into selected complex engagements when customers or teams need your help. Customer Success Managers own the customer relationship throughout, and Product and Engineering decide product readiness and release timing.

About the Role:

  • Lead and develop the managers and teams responsible for implementation, customer education and integrations. Set clear expectations, coach leaders and help teams improve their work.
  • Plan delivery capacity and coordinate projects across teams. Make priorities, dependencies and tradeoffs clear so customers receive realistic plans and dependable communication.
  • Build a repeatable approach to implementation and migration, including scope, customer responsibilities, readiness checks, validation and acceptance. Coordinate technical decisions with integration specialists, Product and Engineering.
  • Help customers put everything they bought to work. Partner with Customer Success and Eve's Legal AI team on early adoption, clear customer outcomes and a smooth transition from project work to ongoing account management.
  • Set the direction for customer education: practical training, reusable resources and learning programs that help customers work independently.
  • Resolve stalled engagements and recurring delivery problems. Use customer feedback, delivery effort, delays and rework to improve the experience and how teams operate. When a project turns into a broader customer recovery, work alongside Eve's customer escalations lead.

    • What We Are Looking For:

  • Experience leading customer-facing implementation, professional services or delivery teams in enterprise software, including managing managers or functional leaders.
  • A record of guiding complex customer deployments and coordinating migrations, integrations and organizational change.
  • Strong judgment in capacity planning, project scope, delivery commitments and customer communication.
  • Enough technical understanding to work closely with specialists, recognize dependencies and explain choices clearly to customers and executives.
  • Experience building repeatable delivery methods and using measures such as time to launch, on-time delivery and rework to improve quality, customer readiness and team performance.
  • Practical experience using AI and automation to make delivery faster or more consistent without lowering quality for customers.

    • Nice to Have:

  • Experience with legal technology, case management systems or law firm operations.
  • Experience building customer education programs or helping organizations adopt AI-enabled workflows.
  • Experience scaling a delivery or professional services team at a growing software company.
    • For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Eve and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. US Salary Range$180,000—$215,000 USD

    Benefits

    💰 Competitive Salary & Equity💹 401(k) Program with Employer Matching⚕️ Health, Dental, Vision and Life Insurance🩼 Short Term and Long Term Disability🚗 Commuter Benefits*🧑‍💻 Autonomous Work Environment🖥️ Workplace Setup Reimbursement🏠 Telecomm Stipend🏝 Flexible Time Off (FTO) + Holidays🚀 Quarterly Team Gatherings🥪 In office Perks*

    *In office employees only

    Eve Legal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to your recruiter.

    We may use artificial intelligence (AI) tools to support parts of the hiring process. 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.

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