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EvenUp · 1 day ago

Customer Success Manager, Midmarket

United States

Full-time

Remote

Mid Level

$120K/yr - $130K/yr

3+ years exp

EvenUp is on a mission to close the justice gap using technology and AI, empowering personal injury lawyers and victims. The Customer Success Manager, Midmarket will oversee a portfolio of mid-sized law firm accounts, focusing on strategic engagement and customer outcomes while acting as a trusted advisor.

Artificial Intelligence (AI)LegalLegal TechMachine LearningSoftware

Responsibilities

Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform

Collaborate with internal teams to deliver value and resolve challenges promptly

Partner with customers to establish success metrics and ensure alignment with their business goals

Develop and execute tailored success plans for each customer, driving measurable outcomes

Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users

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

Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively

Identify and recommend upsell or cross-sell opportunities to drive additional value for customers

Collaborate with Sales to design customized proposals for cross-sell opportunities based on customer-specific needs

Document customer feedback, use cases, and success stories to inform internal product development and roadmap planning

Act as a voice of the customer in internal discussions to prioritize feature requests and improvements

Ensure all customer interactions and account activities are tracked accurately in the CSP/CRM system

Provide regular updates on account health metrics and identify trends across your portfolio

Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences

Share insights and best practices with the broader Customer Success team to enhance overall team performance

Qualification

Customer Success ManagementAccount ManagementSaaS Business ModelsCSP/CRM SystemsLegal Tech ExperienceProblem-Solving SkillsInterpersonal SkillsCommunication SkillsPresentation SkillsOrganizational SkillsTeam Collaboration