[Hiring] Enterprise Customer Success Manager @EvenUp

Role Description

EvenUp is looking for an Enterprise Customer Success Manager to oversee a portfolio of 25-30 large law firm accounts, focusing on deep, strategic partnerships and user-level engagement to deliver measurable customer outcomes. This role requires a strategic mindset, exceptional relationship management skills, technological fluency, and a proven track record in influencing senior-level stakeholders as well as driving individual/user-level behavior. You will act as a trusted advisor, advocate for customers within EvenUp, and help each customer maximize the value they see from our platform.

What you’ll do:

• Proactive Account Management:
  • 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.
• In-Depth User Activation:
  • Partner with customers to define success metrics and align with their long-term business objectives.
  • Develop and execute tailored account plans for user groups and customers, driving measurable outcomes and engaging with the EU platform directly.
• Customer Advocacy and 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.
• Renewal and Retention:
  • 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.
• Revenue Growth:
  • 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.
• Insights and Feedback:
  • 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.
• Operational Excellence:
  • 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.
• Team Collaboration:
  • 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.

Qualifications

• 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, balancing competing priorities while maintaining a customer-first mindset.

Requirements

• Proven ability to manage a portfolio of enterprise accounts and deliver exceptional results.
• Ability to facilitate and manage multiple internal stakeholders for each account, as well as driving specific usage at the individual level.
• Strong problem-solving, critical-thinking, and negotiation skills with a proactive approach to customer challenges.
• Exceptional interpersonal, communication, and presentation abilities, especially with executive audiences.
• Familiarity with SaaS business models, particularly recurring revenue and complex account structures, is a strong advantage.
• 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.

Benefits

• Choice of medical, dental, and vision insurance plans for you and your family.
• Additional insurance coverage options for life, accident, or critical illness.
• Flexible paid time off, sick leave, short-term and long-term disability.
• 10 US observed holidays, and Canadian statutory holidays by province.
• A home office stipend.
• 401(k) for US-based employees and RRSP for Canada-based employees.
• Paid parental leave.
• A local in-person meet-up program.
• Hubs in San Francisco and Toronto.