EvenUp · 2 days ago
Customer Success Manager, SMB
United States
Full-time
Remote
Entry, Mid Level
$80K/yr - $85K/yr
2+ years expEvenUp is on a mission to close the justice gap using technology and AI, empowering personal injury lawyers and victims. The Customer Success Manager, SMB will oversee a portfolio of law firm accounts, ensuring customer success through proactive account management, partnership development, and revenue growth.
Artificial Intelligence (AI)LegalLegal TechMachine LearningSoftware
Responsibilities
Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform
Collaborate with internal teams to deliver value and resolve challenges promptly
Partner with customers to establish success metrics and ensure alignment with their business goals
Execute success plans for customers, driving measurable outcomes
Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users
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
Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively
Identify and qualify upsell or cross-sell opportunities to drive additional value for customers
Collaborate with Sales on 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
Ensure all customer interactions and account activities are tracked accurately in the CRM system
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
Qualification
Required
Bachelor's degree in a related field
2+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with SMB customers
Experience navigating a fast-paced, high-growth 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
Experience leveraging CRM systems to manage portfolios and track customer health metrics
Highly organized, detail-oriented, and capable of managing competing priorities
Collaborative and team-oriented mindset
Motivated by achieving measurable customer outcomes and delivering value
Preferred
Familiarity with SaaS business models is a strong advantage
Legal Tech or experience working with law firms is a strong 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
Company
EvenUp
EvenUp is the leading AI platform for personal injury law.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Rami Karabibar
CEO & Co-founder
Annie Viera
Talent Partner
Recent News
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2024-03-05
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2024-01-19
2024-01-19
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