Strategic Customer Success Manager

Menlo Ventures; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Join a leading legal tech company as a Strategic Customer Success Manager. You will drive client success, maximize the use of innovative technology, and build strong relationships within the legal industry, all while enjoying a comprehensive benefits package.

Benefits

401(k) with Company Match

Comprehensive Health, Dental, and Vision Insurance

Unlimited PTO for work-life balance

Inclusive, collaborative, and innovation-driven work environment

Qualifications

• 5+ years of Customer Success experience, ideally with mid-size to enterprise accounts.
• Solid experience in legal tech, understanding the unique needs of law firms.
• Proven ability to manage high-value relationships.

Responsibilities

• Drive adoption and maximize client satisfaction, achieving scores above 90%.
• Enable onboarding teams within 90 days and maintain a 90%+ retention rate.
• Develop annual case studies showcasing ROI for clients.

Skills

Legal Industry Expertise

Technical Proficiency

Data Analysis and Reporting

Project Management

Problem-Solving

Networking

Job description

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 values—Excellence, Visionary Innovation, and Elevation—drive 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 expandingindustry.

Why Join Eve:

As a Strategic Customer Success Manager at Eve, you'll be at the forefront of transforming the legal industry. You will drive adoption of our cutting-edge technology, maximize value for law firm clients, and directly impact their success as well as 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 the ability to explain complex concepts to non-technical professionals.
• Data Analysis and Reporting: Strong analytical skills with expertise in legal-specific metrics and the 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 a 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 with mid-size to enterprise accounts, with a proven ability to manage high-value relationships.
• Solid experience in legal tech, understanding the unique needs of law firms and legal teams.
• Proven acumen around planning and managing a smaller book of business, with $10M - $20M in ARR ownership.
• Experience managing large, complex accounts and executing strategic initiatives for client success and growth.
• Strong understanding of SaaS industry dynamics, particularly in legal technology.

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