Apply on Employer Site

Eve · 4 months ago

Team Lead, Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

Eve is an industry leader in legal tech, empowering plaintiff attorneys with AI-driven solutions to achieve better outcomes for their clients. As a Team Lead, Customer Success Manager, you will mentor team members, manage client accounts, and address complex client challenges while fostering client retention and growth in the legal technology sector.

Artificial Intelligence (AI)LegalLegal Tech

Responsibilities

Lead and Mentor Emerging Talent: Guide and develop 3-4 Customer Success team members (L1-L2 CSMs) through regular coaching, training sessions, and performance feedback to accelerate their professional growth and client management capabilities

Drive Client Retention and Growth: Manage a portfolio of 20 small to mid-sized accounts plus overflow, achieving 90%+ retention rates and identifying 15+ annual upsell opportunities to drive expansion revenue

Serve as Escalation Expert: Handle complex client issues and serve as the primary escalation point for your team, ensuring swift resolution and maintaining NPS scores of 80%+

Deliver Strategic Client Engagement: Conduct quarterly business reviews (QBRs) that demonstrate clear ROI, drive deeper product adoption, and strengthen long-term client relationships

Optimize Product Adoption: Achieve 110%+ Matter utilization across your portfolio while coaching team members to drive similar adoption rates with their accounts

Develop Team Capabilities: Design and deliver training programs that enhance team product knowledge, client management skills, and customer success best practices

Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to ensure seamless client experiences and provide valuable feedback for continuous improvement

Qualification

Customer Success ExpertiseLegal Industry KnowledgeEmerging Leadership SkillsProblem-Solving ExcellenceTrainingDevelopment ExperienceEscalation Management ExpertiseCommunication MasteryAdaptabilityGrowth Mindset

Required

Emerging Leadership Skills: Natural mentor and coach with the ability to inspire and develop junior team members while maintaining high personal performance standards

Legal Industry Knowledge: Solid understanding of law firm operations, legal workflows, and the challenges facing small to mid-sized legal practices

Customer Success Expertise: Strong foundation in customer success methodologies, retention strategies, and expansion techniques with proven results

Problem-Solving Excellence: Exceptional troubleshooting abilities with experience managing complex client escalations and finding creative solutions

Communication Mastery: Outstanding verbal and written communication skills with the ability to present to diverse stakeholders and facilitate productive team discussions

Adaptability and Growth Mindset: Thrives in a fast-paced environment while balancing individual account management with team leadership responsibilities

4+ years of Customer Success experience with 1-2 years in a team lead or mentoring capacity, preferably in B2B SaaS environments

Legal tech or professional services experience with understanding of how small to mid-sized firms evaluate and implement technology solutions

Portfolio management success with proven ability to manage 15+ accounts simultaneously while maintaining high client satisfaction and retention rates

Training and development experience with a track record of successfully onboarding and developing junior team members

Escalation management expertise with experience resolving complex client issues and turning challenging situations into success stories