Principal Operations Manager, Customer Success

Even Up is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more.

We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. Even Up is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, Signal Fire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at

We are looking for a Customer Success Operations Manager to help scale the operational engine behind Even Up’s Customer Success organization. In this role, you will partner closely with CS leadership and the broader Revenue Operations team to design the systems, processes, and insights that power how we support and grow our customers.

This is a highly cross‑functional role at the center of Even Up’s post‑sales experience. You’ll help turn strategy into execution by improving the way we track customer outcomes, manage our CS workflows, and surface insights that drive better decisions. From building dashboards and refining key metrics to launching operational initiatives that improve retention and expansion, you’ll play a critical role in helping our Customer Success team deliver exceptional results for our customers at scale.

Location :
This role can be based in our San Francisco office (hybrid) or remotely anywhere in the United States or Canada, with a preference for candidates located in the Pacific Time zone.

• Partner closely with Customer Success leadership to build and scale operational processes that support onboarding, retention, renewals, and customer growth.
• Develop and maintain reporting, dashboards, and performance metrics that provide visibility into key customer success KPIs such as retention, expansion, customer health, and adoption.
• Lead cross‑functional initiatives that improve the post‑sales customer journey, collaborating with teams across Revenue Operations, Sales, Product, Finance, and Data.
• Own and optimize the Customer Success technology stack, ensuring strong data integrity and effective workflows across systems such as Salesforce, customer success platforms, and BI tools.
• Write and analyze SQL queries to extract, validate, and model data that drives business decisions and operational improvements.
• Drive initiatives forward with a founder mentality: take ownership, push projects to completion, proactively solve problems, and make decisions with minimal instruction.
• Identify opportunities to improve operational efficiency through automation, process improvements, and new tooling that enables the Customer Success organization to scale.

• 8+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or a related operational role in a high‑growth SaaS environment.
• Strong analytical skills, with hands‑on experience building dashboards, reporting, and data models that inform business decisions. SQL proficiency is required.
• Proven ability to lead cross‑functional initiatives and drive operational improvements in a fast‑paced environment.
• A systems‑oriented, problem‑solving mindset with strong communication skills and the ability to translate data into actionable insights for business stakeholders.
• Demonstrated “get it done” mentality: you can independently push through challenges, take ownership of projects, and ensure deliverables are completed efficiently without needing constant guidance.
• Hands‑on experience with CRM and operational tools such as Salesforce, BI platforms, and customer success systems (e.g., Gainsight, Vitally, or similar).

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