Mid-Market Customer Success Manager
New
E
EvenUpLegal technology
Location: Remote-USFull-TimeManager
Salary$110K - $130K; $110K – $130K • Offers Equity; This role has an OTE of $130k, with a base salary of $110k and a variable of $20k. $110K – $130K • Offers Equity
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Job Details
- Experience
- 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role
- Required Skills
- Customer SuccessAccount Management
Requirements
- Have 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role.
- Bring experience managing a portfolio of accounts and delivering results.
- Be able to balance competing priorities in a fast-paced, high-growth startup environment.
- Use strong problem-solving and critical-thinking skills to address customer challenges.
- Have strong interpersonal, communication, and presentation abilities.
- Bring familiarity with SaaS business models, including recurring revenue and usage-based pricing; this is an advantage.
- Have experience using Customer Success Platforms (CSPs) and CRM systems to manage portfolios and track customer health metrics.
- Legal Tech or law firm experience is a plus.
- Be organized, detail-oriented, and able to manage competing priorities.
- Be able to travel within the U.S. up to 25%.
Responsibilities
- Conduct customer check-ins, business reviews, and adoption analyses.
- Establish success metrics with customers and align them with business goals.
- Develop and execute tailored success plans for customer user groups.
- Build relationships with firm leadership and end-users.
- Analyze and mitigate customer retention risks by addressing concerns proactively.
- Identify upsell and cross-sell opportunities and collaborate with Sales on customized proposals.
- Document customer feedback, use cases, and success stories for product development and roadmap planning.
- Represent customer needs in internal discussions about feature requests and improvements.
- Report account health metrics and identify portfolio trends.
- Partner with Product, Sales, and Operations to deliver customer experiences.
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