Customer Success Manager, Enterprise

Enterprise Customer Success Manager

EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more.

We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact.

We are looking for an Enterprise Customer Success Manager to oversee a portfolio of ~30 large law firm accounts, focusing on deep, strategic partnerships to deliver measurable customer outcomes. This role requires a highly strategic mindset, exceptional relationship management skills, and a strong ability to influence senior-level stakeholders within enterprise accounts. You will act as a trusted advisor, advocate for customers within EvenUp, and identify opportunities to expand our partnership with each customer.

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.

• Strategic Partnership Development:

  • 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.

• 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.

• 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 30%.

Notice to Candidates:

EvenUp has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team please know that we have no affiliation or connection to these situations. We only post open roles on our career page or reputable job boards like our official LinkedIn or Indeed pages, and all official EvenUp recruitment emails will come from the domains @evenuplaw.com, @evenup.ai, @ext-evenuplaw.com, no-reply@ashbyhq.com or no-reply@canditech.io email addresses.

To ensure fairness and proper consideration, we do not accept resumes or expressions of interest via email or social media messages. If you're interested in a role, please submit your application directly through our careers page.

If you receive communication from someone you believe is impersonating EvenUp, please report it to us at talent-ops-team@evenuplaw.com. Examples of fraudulent domains include "careers-evenuplaw.com" and "careers-evenuplaws.com".

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. EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.