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Team Lead, Customer Success Manager
Team Lead, Customer Success ManagerEve • New Haven, CT, US
Team Lead, Customer Success Manager

Team Lead, Customer Success Manager

Eve • New Haven, CT, US
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Team Lead, Customer Success Manager

Eve is an industry leader in legal tech, empowering plaintiff attorneys with AI-driven solutions to achieve better outcomes for their clients. Our core valuesExcellence, Visionary Innovation, and Elevationdrive everything we do. We are committed to providing tools that transform the legal industry and support our clients' success at every step. Targeting a total addressable market (TAM) of over $500 billion, we are positioned at the forefront of a rapidly expanding industry.

As a Team Lead, Customer Success Manager at Eve, you'll bridge the gap between individual contribution and team leadership while driving exceptional client outcomes. You will mentor emerging customer success professionals, manage a diverse portfolio of accounts, and serve as a critical escalation point for complex client challenges. This role offers the perfect opportunity to develop your leadership skills while maintaining direct client impact in the rapidly evolving legal technology space.

What You Will Accomplish :

  • 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.

What We Are Looking For :

  • 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.

    • You Will Thrive in This Role If You Have :

  • 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.

    • Benefits :

  • Competitive base salary
  • 401(k) with Company Match
  • Comprehensive Health, Dental, and Vision Insurance
  • Unlimited PTO for work-life balance
  • Professional development budget for continuous learning
  • Leadership development opportunities and career advancement pathways
  • An inclusive, collaborative, and innovation-driven work environment
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