Enterprise Customer Success Manager
New
E
EvenUpLegal tech
Remote-USFull-TimeManager
SalaryUS (Remote): $150,000 base and $30,000 variable. This role has an OTE of $180k
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Job Details
- Experience
- 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with a focus on enterprise customers.
- Required Skills
- Customer SuccessAccount Management
Requirements
- Bachelor’s degree in a related field.
- 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role focused on enterprise customers.
- Experience managing a portfolio of enterprise accounts and delivering customer results.
- Ability to manage multiple internal stakeholders and drive individual-level product usage.
- Strong problem-solving, critical-thinking, and negotiation skills.
- Interpersonal, communication, and presentation abilities, including with executive audiences.
- Experience using Customer Success Platforms (CSPs) and CRM systems to manage portfolios and track customer health metrics.
- Ability to manage competing priorities in a fast-paced, high-growth startup environment.
- Ability to travel within the U.S. up to 40-50%.
Responsibilities
- Conduct executive-level business reviews and deliver adoption analyses for enterprise customers.
- Partner with customers to define success metrics and align account plans with their long-term business objectives.
- Drive user activation and measurable outcomes through direct engagement with the platform.
- Build relationships with senior stakeholders, decision-makers, firm leadership, and department heads.
- Serve as the primary point of contact for customer matters across a portfolio of 25-30 large law firm accounts.
- Own account renewals, identify retention risks, and develop mitigation strategies.
- Identify and support upsell and cross-sell opportunities in partnership with Sales.
- Document customer feedback and use cases, and advocate for enterprise customer needs in product discussions.
- Track customer interactions and account activities in CSP/CRM systems and report account health metrics.
- Collaborate with Product, Sales, and Operations to deliver customized customer experiences.
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