[Hiring] Enterprise Customer Success Manager @Eve

Role Description

Eve is redefining legal technology for plaintiff law firms, and we're building the team that will take us there. We help firms handle more cases, recover more for clients, and grow with AI that works across every stage of a case, from intake through resolution. The next generation of great plaintiff firms will be AI-Native, and Eve is how they get there.

• Drive Client Success and Growth:
  • Ensure high adoption, retention, and expansion of Eve's suite of solutions among law firm clients.
  • Achieve and maintain client satisfaction scores above 90%.
  • Drive a 15% year-over-year increase in average contract value through strategic upsells and cross-sells.
• Onboarding:
  • Enable teams at firms using Eve in 90 days or less.
• Maximize Product Utilization:
  • Achieve 90% Case/Matter utilization.
  • Increase user engagement by 90% within six months.
  • Attain 75% adoption of key features.
• Demonstrate Value:
  • Generate 5+ annual case studies showcasing ROI.
  • Develop 3+ new product use cases yearly.
• Contribute to Product Evolution:
  • Provide client feedback to inform product roadmap development.
• Maintain Client Relationships:
  • Achieve 90%+ retention rate through proactive engagement and support.

Qualifications

• Legal Industry Expertise: Comprehensive knowledge of law firm operations, compliance, and current legal sector trends.
• Technical Proficiency: Mastery of legal tech solutions, especially Eve's products, with the ability to explain complex concepts to non-technical professionals.
• Data Analysis and Reporting: Strong analytical skills with expertise in legal-specific metrics and the ability to present insights effectively.
• Project Management and Communication: Excellent project coordination and communication skills, with a consultative approach to solving law firm challenges.
• Problem-Solving and Adaptability: Creative problem-solver capable of managing multiple accounts across various practice areas and firm sizes.
• Networking and Industry Engagement: Strong relationship-building skills with a willingness to travel for client visits and industry events.

Requirements

• 5+ years of Customer Success experience, ideally with mid-size to enterprise accounts, with a proven ability to manage high-value relationships.
• Solid experience in legal tech, understanding the unique needs of law firms and legal teams.
• Proven acumen around planning and managing a smaller book of business, with $10M - $20M in ARR ownership.
• Experience managing large, complex accounts and executing strategic initiatives for client success and growth.
• Strong understanding of SaaS industry dynamics, particularly in legal technology.

Benefits

• 💰 Competitive Salary & Equity
• 💹 401(k) Program with Employer Matching
• ⚕️ Health, Dental, Vision and Life Insurance
• 🩼 Short Term and Long Term Disability
• 🚗 Commuter Benefits
• 🧑‍💻 Autonomous Work Environment
• 🖥️ Workplace Setup Reimbursement
• 🏠 Telecomm Stipend
• 🏝 Flexible Time Off (FTO) + Holidays
• 🚀 Quarterly Team Gatherings
• 🥪 In office Perks