Customer Success Manager (Mid-Market)

EvenUp; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working hours

Offsites - fully expense trip every 6-

Virtual team events (games, happyHours

Health insurance plans

Flexible PTO and holidays

Home office stipend for full-remote

401k for US-based employees

Job summary

EvenUp is seeking a Customer Success Manager, Mid-market to oversee a portfolio of ~70 mid-sized law firm accounts, driving strategic engagement and scalable outcomes. You will act as a trusted advisor, identify expansion opportunities, and ensure customers realize measurable value from EvenUp's platform.

In this role, you will conduct regular check-ins, develop tailored success plans, and collaborate with Sales, Product, and Operations to deliver seamless customer experiences while mitigating

Qualifications

• Strong problem-solving and critical-thinking with a proactive approach to customer challenges.
• Experience in fast-paced, high-growth startup environment with a customer-first mindset.
• Highly organized, detail-oriented and able to manage competing priorities.
• Experience with SaaS models, recurring revenue, and usage-based pricing is a plus.
• Proven ability to manage a portfolio of accounts and deliver exceptional results.
• Excellent interpersonal, communication, and presentation skills.
• Collaborative and team-oriented mindset.
• Experience with CSPs and CRM systems to monitor customer health and portfolios.
• Motivated by achieving measurable outcomes and value delivery.
• 3+ years in Customer Success, Account Management, or similar roles, preferably mid-market.
• Legal Tech experience or working with law firms is a plus.

Responsibilities

• Oversee a portfolio of ~70 mid-sized law firm accounts, balancing strategic engagement with scalable outcomes.
• Conduct check-ins, business reviews, and adoption analyses to maximize platform use.
• Partner with customers to set success metrics aligned with their goals.
• Develop and execute tailored success plans for user groups within each customer.
• Build relationships with stakeholders from leadership to end-users.
• Analyze and mitigate risks to retention; address concerns proactively.
• Identify upsell or cross-sell opportunities; collaborate with Sales on proposals.
• Document feedback, use cases, and success stories to inform product roadmap.
• Be the voice of the customer in internal discussions to prioritize features.
• Provide updates on account health metrics and identify portfolio trends.
• Partner with Product, Sales, and Operations to deliver seamless experiences.
• Share insights with the Customer Success team to enhance performance.

Skills

Portfolio management

CRM proficiency

Customer success

Stakeholder management

SaaS familiarity

Communication skills

Problem solving

Team collaboration

Legal tech exposure

Account management

Tools

CRM systems

CS Platforms

Job description

Responsibilities

• The Customer Success Manager, Mid-market will oversee a portfolio of ~70 mid-sized law firm accounts, balancing strategic engagement with scalability to deliver measurable customer outcomes. This role requires a strategic mindset, technological fluency, and strong relationship management skills spanning senior stakeholders and individual users. You will act as a trusted advisor, advocate for customers within EvenUp, and identify opportunities to expand our partnership with each customer
• Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of EvenUp's platform
• Partner with customers to establish success metrics and ensure alignment with their business goals
• Develop and execute tailored success plans for user groups within each customer, driving measurable outcomes and engaging directly with the EvenUp platform
• Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users
• Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively
• Identify and recommend upsell or cross-sell opportunities to drive additional value for customers
• Collaborate with Sales to design customized proposals for cross-sell opportunities based on customer-specific needs
• Document customer feedback, use cases, and success stories to inform internal product development and roadmap planning
• Act as a voice of the customer in internal discussions to prioritize feature requests and improvements
• Provide regular updates on account health metrics and identify trends across your portfolio
• Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences
• Share insights and best practices with the broader Customer Success team to enhance overall team performance

Benefits

• Flexible working hours to match your style
• Offsites - get to meet your coworkers on a fully expense trip every 6-12 months
• A variety of virtual team events such as game nights & happy hours
• Choice of medical, dental, and vision insurance plans for you and your family
• Flexible paid time off and 10+ holidays per year
• A stipend to upgrade your home office for full-remote roles
• 401k for US-based employees

Requirements

• Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges
• Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset
• Highly organized, detail-oriented, and capable of managing competing priorities
• Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing, is a strong advantage
• Proven ability to manage a portfolio of accounts and deliver exceptional results
• Exceptional interpersonal, communication, and presentation abilities
• Collaborative and team-oriented mindset
• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track customer health metrics
• Motivated by achieving measurable customer outcomes and delivering value
• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with mid-market customers
• Legal Tech or experience working with law firms is a strong plus