Enterprise Customer Success Manager
The Enterprise Customer Success Manager will drive adoption, retention, expansion, and strategic outcomes for enterprise law firm clients using Eve’s legal technology. The role requires 5+ years of customer success experience, expertise in legal tech and law firm operations, strong analytical and communication skills, and experience managing complex accounts.
About the job
Responsibilities
- Drive client success and growth by increasing adoption, retention, and expansion of Eve’s solutions among law firm clients.
- Maintain client satisfaction above 90% and support year-over-year contract value growth through strategic upsells and cross-sells.
- Onboard firm teams within 90 days or less.
- Maximize product utilization, user engagement, and adoption of key features.
- Generate at least five annual case studies showcasing return on investment and develop at least three new product use cases each year.
- Provide client feedback to inform product roadmap development.
- Maintain client relationships and achieve a 90% or higher retention rate through proactive engagement and support.
Requirements
- Comprehensive knowledge of law firm operations, compliance, and legal-sector trends.
- Mastery of legal technology solutions and the ability to explain complex concepts to nontechnical professionals.
- Strong analytical and reporting skills, including legal-specific metrics.
- Excellent project coordination, communication, and consultative problem-solving skills.
- Creative problem-solving and adaptability while managing multiple accounts across practice areas and firm sizes.
- Strong relationship-building skills and willingness to travel for client visits and industry events.
- 5+ years of Customer Success experience, ideally managing mid-size to enterprise accounts.
- Experience managing a smaller book of business with $10M–$20M in ARR ownership.
- Experience managing large, complex accounts and executing strategic client-success initiatives.
- Strong understanding of SaaS dynamics, particularly in legal technology.
Compensation & Benefits
- On-target earnings range: $150,000–$190,000 USD, including base salary and target sales bonuses or commissions.
- Competitive salary and equity.
- 401(k) program with employer matching.
- Health, dental, vision, and life insurance.
- Short- and long-term disability coverage.
- Commuter benefits.
- Autonomous work environment.
- Workplace setup reimbursement.
- Telecommuting stipend.
- Flexible time off and holidays.
- Quarterly team gatherings.
- In-office perks.
Skills
Customer Success, Legal Technology, Law Firm Operations, Compliance, SaaS, Data Analysis, Reporting, Project Management, Account Management, Client Onboarding, Product Adoption, Upselling, Cross-Selling, Arr Management, Legal Metrics
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