EvenUp is looking for an
Enterprise Customer Success Manager to oversee a portfolio of 25-30 large law firm accounts, focusing on deep, strategic partnerships and user-level engagement to deliver measurable customer outcomes. This role requires a strategic mindset, exceptional relationship management skills, technological fluency and a proven track record in influencing senior-level stakeholders as well as driving individual/user-level behavior. You will act as a trusted advisor, advocate for customers within EvenUp, and help each customer maximize the value they see from our platform.
What you'll do:- Proactive Account Management:
- 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.
- In-Depth User Activation:
- Partner with customers to define success metrics and align with their long-term business objectives.
- Develop and execute tailored account plans for user groups and customers, driving measurable outcomes and engaging with the EU platform directly.
- Customer Advocacy and 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.
- Renewal and Retention:
- 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.
- Revenue Growth:
- 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.
- Insights and Feedback:
- 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.
- Operational Excellence:
- 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.
- Team Collaboration:
- 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.
What we're looking for:- Bachelor's degree in a related field; MBA or JD is a strong plus.
- 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.
Skills and Expertise:- Proven ability to manage a portfolio of enterprise accounts and deliver exceptional results.
- Ability to facilitate and manage multiple internal stakeholders for each account, as well as driving specific usage at the individual level.
- 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.
- Familiarity with SaaS business models, particularly recurring revenue and complex account structures, is a strong advantage.
- Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track enterprise customer health metrics.
- Legal Tech or experience working with large law firms is a significant plus.
Attributes:- 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.
Other Requirements:- Ability to travel within the U.S. up to 40-50%.
Benefits & Perks:As part of our total rewards package, we offer attractive benefits and perks to our employees, including:
- 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.
(Please note the above benefits & perks are for full-time employees)
