Strategic Customer Success Manager – Legal Tech & AI

Speedrun Talent Network; Oakland (CA); Hybrid; USD 116,000 - 148,000; Full time

Job summary

Everlaw is seeking a Customer Success professional to partner with plaintiff U.S. law firms and drive software adoption, retention, and account growth.

The role blends strategic advisory and change management to transform workflows with our platform, including generative AI capabilities. Based in New York City or Oakland, the role offers hybrid in-office days (Mon/Wed/Thu) with optional remote work on Tue/Fri.

Qualifications

• 4+ years of customer success experience managing a large book of mid-market and enterprise accounts within SaaS or consumption-based tech.
• Strategic advisor & change management partner using workflow expertise and data-driven account plans.
• Ability to navigate complex organizations with executive presence and strong communication skills.

Responsibilities

• Own retention and growth across your book of business, driving renewals and expansion opportunities.
• Build relationships with law firm stakeholders including users, admins, practice leads, and executives.
• Conduct regular success reviews, check-ins, and product demos focused on usage data and business impact.
• Teach customers how to use platform features and workflows, including generative AI capabilities.
• Identify retention risks and collaborate with Sales, Education, Product, and Support to ensure a seamless experience.
• Share customer feedback and contribute to continuous improvement of the Customer Success team.

Skills

Customer success

Strategic advisory

Change management

Executive presence

Communication skills

Tools

Generative AI tools

AI platforms

Job description

Everlaw is seeking a Customer Success professional to partner with plaintiff U.S. law firms and drive software adoption, retention, and account growth.

The role blends strategic advisory and change management to transform workflows with our platform, including generative AI capabilities. Based in New York City or Oakland, the role offers hybrid in-office days (Mon/Wed/Thu) with optional remote work on Tue/Fri.