Legal Tech CSM: AI-Driven Adoption & Growth (Hybrid)

Everlaw; Oakland (CA); Hybrid; USD 116,000 - 148,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company matching up to 4%

Hybrid work with work-from-home days

Internet reimbursement

Learning & development budget

Catered lunch and snacks

Job summary

Everlaw in Oakland is seeking a Senior Customer Success Manager to own retention, expansion, and strategic guidance for a diverse book of mid-market and enterprise law firm customers. This role is hybrid in NYC or Oakland, requiring work authorization in the United States.

You will build executive relationships, deliver success reviews, and champion adoption of generative AI features, working cross-functionally with Sales, Education, Product, and Support.

Qualifications

• You have at least 4 years of customer success experience managing a large book of mid-market and enterprise accounts within SaaS or consumption-based technology companies.
• You act as a strategic advisor and change management partner, using workflow expertise and data-driven account plans to influence customer behavior and drive adoption.
• You navigate complex client organizations effectively, building credibility, trust, and strong executive presence with senior leadership.
• You manage competing priorities proactively and possess exceptional written, verbal, and presentation communication skills.
• You are authorized to work in the United States. Please note that at this time, Everlaw is not sponsoring U.S. employment visas for this role.
• Experience in legal tech, litigation software consulting, or related legal industry workflows.
• Experience working with AI tools (Claude, Glean, etc.) to optimize your day-to-day responsibilities

Responsibilities

• Own retention and growth across your book of business, driving renewals and identifying opportunities to expand usage
• Build multi-threaded relationships across law firm stakeholders, including day-to-day users, administrators, practice group leaders, and executive sponsors.
• Conduct regular check-in calls, strategic success reviews, and product demonstrations centered on usage data, business impact, and strategic alignment.
• Teach customers how to use platform features and workflows effectively, guiding them on best practices for adopting generative AI capabilities.
• Proactively identify retention risks, solve complex workflow challenges, and partner closely with Sales, User Education, Product, and Support to deliver a seamless customer experience.
• Share customer feedback, document best practices, and contribute to the continuous improvement of the Customer Success team.

Skills

Customer success

Strategic advisory

Executive presence

Account management

Change management

Cross-functional

Tools

Claude

Glean

Job description

Everlaw in Oakland is seeking a Senior Customer Success Manager to own retention, expansion, and strategic guidance for a diverse book of mid-market and enterprise law firm customers. This role is hybrid in NYC or Oakland, requiring work authorization in the United States.

You will build executive relationships, deliver success reviews, and champion adoption of generative AI features, working cross-functionally with Sales, Education, Product, and Support.