EvenUp · 5 hours ago
Customer Success Manager, Enterprise
United States
Full-time
Remote
Senior Level
$140K/yr - $150K/yr
5+ years expEvenUp is on a mission to close the justice gap using technology and AI. They are seeking an Enterprise Customer Success Manager to oversee a portfolio of large law firm accounts, focusing on building strategic partnerships and ensuring measurable customer outcomes.
Artificial Intelligence (AI)LegalLegal TechMachine LearningSoftware
Responsibilities
Regularly conduct executive-level business reviews and deliver adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform
Collaborate with internal teams to deliver tailored value and resolve complex challenges promptly
Partner with customers to define success metrics and align with their long-term business objectives
Develop and execute tailored account plans for each customer, driving measurable outcomes and ensuring mutual success
Build and nurture strong relationships with senior stakeholders and decision-makers, including firm leadership and department heads
Serve as the primary point of contact for all customer-related matters within your portfolio
Own the renewal process for your accounts, working to secure favorable outcomes for both EvenUp and the customer
Proactively identify risks to customer retention and create mitigation strategies to ensure continued success
Identify, recommend, and support strategic upsell and cross-sell opportunities to deepen customer value
Partner with Sales to design customized proposals and solutions that align with customer-specific goals
Document customer feedback, enterprise-level use cases, and success stories to inform internal product development and roadmap planning
Advocate for enterprise customer needs in internal discussions, helping prioritize high-impact features and enhancements
Ensure all customer interactions and account activities are meticulously tracked in the CSP/CRM system
Provide regular updates on account health metrics and identify key trends across your portfolio
Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless and customized customer experiences
Share enterprise-specific insights and best practices with the broader Customer Success team to elevate overall team performance
Qualification
Required
Bachelor's degree in a related field
5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with a focus on enterprise customers
Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset
Proven ability to manage a portfolio of enterprise accounts and deliver exceptional results
Ability to facilitate and manage multiple internal stakeholders for each account
Strong problem-solving, critical-thinking, and negotiation skills with a proactive approach to customer challenges
Exceptional interpersonal, communication, and presentation abilities, especially with executive audiences
Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track enterprise customer health metrics
Highly strategic, organized, and capable of managing competing priorities within enterprise environments
Collaborative and team-oriented mindset, with the ability to influence cross-functional teams
Motivated by achieving measurable customer outcomes and delivering value at scale
Ability to travel within the U.S. up to 40-50%
Preferred
MBA or JD is a strong plus
Familiarity with SaaS business models, particularly recurring revenue and complex account structures, is a strong advantage
Legal Tech or experience working with large law firms is a significant plus
Benefits
Choice of medical, dental, and vision insurance plans for you and your family
Additional insurance coverage options for life, accident, or critical illness
Flexible paid time off, sick leave, short-term and long-term disability
10 US observed holidays, and Canadian statutory holidays by province
A home office stipend
401(k) for US-based employees and RRSP for Canada-based employees
Paid parental leave
A local in-person meet-up program
Hubs in San Francisco and Toronto
Company
EvenUp
EvenUp is the leading AI platform for personal injury law.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Rami Karabibar
CEO & Co-founder
Annie Viera
Talent Partner
Recent News
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2024-03-05
The Information
2024-01-19
2024-01-19
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