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Customer Success Manager
Customer Success ManagerEve • Richmond, VA, US
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Customer Success Manager

Customer Success Manager

Eve • Richmond, VA, US
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Customer Success Manager

Remote, US Based

GTM Customer Success / Full time / Remote

Company Overview : 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.

Why Join Eve : As a Customer Success Manager, you'll be at the forefront of transforming the legal industry. You'll drive adoption of our cutting-edge technology, maximize value for law firm clients, and directly impact their success and our company's growth. This role offers the opportunity to elevate your career, tackle complex challenges, and shape the future of legal technology.

What You Will Accomplish

  • Drive Client Success and Growth : Ensure high adoption, retention, and expansion of Eve's suite of solutions among law firm clients. Achieve and maintain client satisfaction scores above 90%, while driving a 15% year-over-year increase in average contract value through strategic upsells and cross-sells.
  • Onboarding : Enable teams at firms using Eve in 90 days or less.
  • Maximize Product Utilization : Achieve 90% Case / Matter utilization, increase user engagement by 90% within six months, and attain 75% adoption of key features.
  • Demonstrate Value : Generate 5+ annual case studies showcasing ROI. Develop 3+ new product use cases yearly.
  • Contribute to Product Evolution : Provide client feedback to inform product roadmap development.
  • Maintain Client Relationships : Achieve 90%+ retention rate through proactive engagement and support.

What We Are Looking For

  • Legal Industry Expertise : Comprehensive knowledge of law firm operations, compliance, and current legal sector trends.
  • Technical Proficiency : Mastery of legal tech solutions, especially Eve's products, with ability to explain complex concepts to non-technical professionals.
  • Data Analysis and Reporting : Strong analytical skills with expertise in legal-specific metrics and ability to present insights effectively.
  • Project Management and Communication : Excellent project coordination and communication skills, with a consultative approach to solving law firm challenges.
  • Problem-Solving and Adaptability : Creative problem-solver capable of managing multiple accounts across various practice areas and firm sizes.
  • Networking and Industry Engagement : Strong relationship-building skills with willingness to travel for client visits and industry events.

    • You Will Thrive in This Role If You Have

  • 5+ years of Customer Success experience, ideally working with mid-size and enterprise accounts
  • A strong understanding of legal tech or SaaS industry (experience in legal tech is a plus).
  • Proven acumen around planning and managing a large book of business in a fast-paced environment.
  • Excellent communication skills and the ability to present complex information across various stakeholders.
  • An Eagerness to learn, adapt, and bring creative solutions to client needs

    • Benefits

  • 401(k) with Company Match
  • Comprehensive Health, Dental, and Vision Insurance
  • Unlimited PTO for work-life balance
  • An inclusive, collaborative, and innovation-driven work environment

    • Compensation

  • Compensation at Eve is highly competitive and determined based on experience, seniority, and considerations of both internal and external equity, as well as location.
  • In addition to a compelling salary and performance-based bonuses, we offer an equity component that provides meaningful ownership and the opportunity to share in the company's long-term success.
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