Enterprise Customer Success Manager

EvenUpLegal Tech

Remote-USFull-TimeManager

Salary not disclosed

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Job Details

Experience: 5+ years of experience

Requirements

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
Proven ability to manage a portfolio of enterprise accounts and deliver exceptional results
Ability to facilitate and manage multiple internal stakeholders for each account
Strong problem-solving, critical-thinking, and negotiation skills
Exceptional interpersonal, communication, and presentation abilities, especially with executive audiences
Familiarity with SaaS business models, particularly recurring revenue and complex account structures
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
Ability to travel within the U.S. up to 40-50%

Responsibilities

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.
Partner with customers to define success metrics and align with their long-term business objectives.
Develop and execute tailored account plans for each customer, driving measurable outcomes and ensuring mutual 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.
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.
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 with customer-specific goals.
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.
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.
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.

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