[Hiring] Mid-Market Customer Success Manager @EvenUp

Role Description

The Customer Success Manager, Mid-market will oversee a portfolio of ~70 mid-sized law firm accounts, balancing strategic engagement with scalability to deliver measurable customer outcomes. This role requires a strategic mindset, technological fluency, and strong relationship management skills spanning senior stakeholders and individual users. You will act as a trusted advisor, advocate for customers within EvenUp, and identify opportunities to expand our partnership with each customer.

• Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform.
• Partner with customers to establish success metrics and ensure alignment with their business goals.
• Develop and execute tailored success plans for user groups within each customer, driving measurable outcomes and engaging directly with the EvenUp platform.
• Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users.
• Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively.
• Identify and recommend upsell or cross-sell opportunities to drive additional value for customers.
• Collaborate with Sales to design customized proposals for cross-sell opportunities based on customer-specific needs.
• Document customer feedback, use cases, and success stories to inform internal product development and roadmap planning.
• Act as a voice of the customer in internal discussions to prioritize feature requests and improvements.
• Provide regular updates on account health metrics and identify trends across your portfolio.
• Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences.
• Share insights and best practices with the broader Customer Success team to enhance overall team performance.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with mid-market customers.
• Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset.
• Proven ability to manage a portfolio of accounts and deliver exceptional results.
• Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges.
• Exceptional interpersonal, communication, and presentation abilities.
• Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing, is a strong advantage.
• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track customer health metrics.
• Legal Tech or experience working with law firms is a strong plus.
• Highly organized, detail-oriented, and capable of managing competing priorities.
• Collaborative and team-oriented mindset.
• Motivated by achieving measurable customer outcomes and delivering value.
• Ability to travel within the U.S. up to 25%.

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.