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Salary: USD 185,000 - 215,000 / annual
Eve is an AI-native legal technology platform serving plaintiff law firms. The company has achieved product-market fit with 1000+ law firms, raised $160M+ from top-tier investors (Spark Capital, A16z, Menlo Ventures, Lightspeed), and is growing 2X revenue quarter-over-quarter. The team includes engineers, designers, and operators from Scale, Meta, Airbnb, Cruise, Square, Rubrik, and Lyft, collaborating directly with OpenAI and Anthropic on AI workflows for legal work.
You will lead Eve's customer escalation and risk management program, reporting to the VP of Customer Success. This is a senior individual contributor role with no direct reports. You will own the end-to-end escalation lifecycle: building a unified view of all flagged customer risks, assigning severity based on impact and urgency, naming accountable owners, and deciding which cases require your direct leadership.
Key responsibilities include:
- Building and maintaining a single source of truth for customer escalations and risks, with clear severity classification and ownership assignment
- Personally leading complex recovery plans and executive customer conversations, coordinating actions and timelines across teams
- Applying technical judgment to customer issues, working with Support, Product, and Engineering to diagnose failures and translate findings into clear customer communication
- Driving cross-functional decisions by setting deadlines and escalating priority/resource conflicts to leadership when needed
- Closing recoveries based on agreed exit criteria and returning customers to their standard account teams
- Identifying recurring escalation causes and partnering with responsible teams to improve product, delivery, and customer experience
You will work directly with customer executives, Customer Success, Support, Product, and Engineering teams. Support, Product, Engineering, and Delivery retain ownership of diagnosis, fixes, release timing, and project work; your role is ensuring the customer's problem is understood, prioritized, and resolved effectively.
REQUIREMENTS:
- Proven experience personally leading complex enterprise software escalations, customer recovery, or technical account engagements
- Hands-on technical background (support engineering, solutions engineering, architecture, technical account management, or implementation engineering) with ability to work through complex issues with engineers, test assumptions, and separate symptoms from root causes
- Track record of communicating clearly with customer executives during difficult situations and earning trust through follow-through
- Experience building an escalation or customer risk program, including prioritization frameworks, accountable ownership models, and clear resolution criteria
- Sound judgment under pressure and ability to secure decisions across teams without direct management authority
- Experience using data, AI, or automation to identify emerging problems and improve follow-through while validating data quality
NICE TO HAVE:
- Legal technology, enterprise integrations, or complex software implementation experience
- Incident management experience, including leading high-severity customer issue responses
- Track record of improving recurring product or delivery problems using evidence from customer escalations
