Enterprise Customer Success Manager

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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

Benefits

• Flexible working hours to match your style
• Offsites - get to meet your coworkers on a fully-expenses trip ever 6-12 months
• A variety of virtual team events such as game nights & happy hours
• Choice of medical, dental, and vision insurance plans for you and your family
• Flexible paid time off and 10+ holidays per year
• A stipend to upgrade your home office for fully-remote roles
• 401k for US-based employees

• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with a focus on enterprise customers
• Motivated by achieving measurable customer outcomes and delivering value at scale
• Collaborative and team-oriented mindset, with the ability to influence cross-functional teams
• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track enterprise customer health metrics
• Highly strategic, organized, and capable of managing competing priorities within enterprise environments
• Familiarity with SaaS business models, particularly recurring revenue and complex account structures, is a strong advantage
• Ability to travel within the U.S. up to 40-50%
• Bachelor’s degree in a related field; MBA or JD is a strong plus
• Ability to facilitate and manage multiple internal stakeholders for each account, as well as drive specific usage at the individual level
• Legal Tech or experience working with large law firms is a significant plus
• Proven ability to manage a portfolio of enterprise accounts and deliver exceptional results
• Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset
• Exceptional interpersonal, communication, and presentation abilities, especially with executive audiences
• Strong problem-solving, critical-thinking, and negotiation skills with a proactive approach to customer challenges