Customer Success Manager, Enterprise

EvenUp; United States; On-site; USD 100,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life, accident, or critical illness保险

Flexible paid time off

U.S. and Canada holidays

Home office stipend

401(k) / RRSP

Parental leave

In-person meetups

Hubs in San Francisco and Toronto

Job summary

EvenUp is seeking a Customer Success Manager, Enterprise, to oversee a portfolio of 25-30 large law firm accounts. You will drive strategic partnerships, measure adoption, and align success metrics with customer business objectives.

You will partner with cross-functional teams to deliver tailored value, manage renewals, and identify upsell opportunities while traveling up to 40-50% across the U.S. and Canada. This is a high-impact role for a strategic, collaborative CS leader.

Qualifications

• Bachelor’s degree in related field; MBA or JD is a strong plus.
• 5+ years of experience in Customer Success, Account Management, or a similar enterprise-facing role.
• Experience navigating a fast-paced startup environment with a customer-first mindset.

Responsibilities

• Conduct executive-level business reviews and adoption analyses.
• Collaborate with internal teams to deliver tailored value and resolve challenges.
• Define success metrics with customers and develop account plans.
• Grow accounts through upsell opportunities with Sales.
• Maintain relationships with senior stakeholders and firm leadership.
• Own renewal process and mitigate retention risks.
• Track interactions in CSP/CRM and report health metrics.
• Partner with Product, Sales, and Operations for seamless experiences.

Skills

Enterprise account management

Executive stakeholder mgmt

CRM proficient

SaaS knowledge

Education

Bachelor’s degree

MBA or JD

Tools

Salesforce

Gainsight

Job description

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. Learn more at www.evenuplaw.com.

EvenUp is looking for a Customer Success Manager, Enterprise 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 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.

Notice to Candidates:

To ensure fairness and proper consideration, we do not accept resumes or expressions of interest via email or social media messages.

Please note that EvenUp may use AI notetakers and other recording devices in the recruiting process. If you interview with us, with your consent, we may record your conversations and summarize them into notes for internal use. Recording is optional, and declining will not affect your candidacy.

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.