Enterprise Customer Success Manager

What You'll Do

• 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%, while driving 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, and 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.

What We're Looking For

• 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.

Preferred Qualifications

• 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.