Customer Success Manager

What You'll Do

• 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're 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.

Preferred Qualifications

• 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

Pay and benefits

The range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales bonuses target and annual base salary for the role.

For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Eve and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location.

US Salary Range $120,000—$165,000 USD

Benefits

• Competitive Salary & Equity
• 401(k) Program with Employer Matching
• Health, Dental, Vision and Life Insurance
• Short Term and Long Term Disability

Commuter Benefits*

• Autonomous Work Environment
• Workplace Setup Reimbursement
• Telecomm Stipend
• Flexible Time Off (FTO) + Holidays
• Quarterly Team Gatherings

In office Perks*

*In office employees only

• We may use artificial intelligence (AI) tools to support parts of the hiring process.
• These tools assist our recruitment team but do not replace human judgment.
• Final hiring decisions are ultimately made by humans.
• If you would like more information about how your data is processed, please contact us.