# Customer Success Manager

**Company:** [Eve](https://hotfix.jobs/companies/eve)
**Location:** Remote
**Role:** Customer Success
**Salary:** $120k – $165k/yr
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, Client Onboarding, Legal Tech, SaaS, Data Analysis, Project Management, Upselling, Cross-Selling, Stakeholder Communication
**Posted:** 2026-05-26

> Drive adoption, retention, and expansion of legal tech solutions for law firm clients. Manage onboarding, utilization, and upsells while maintaining 90%+ retention and satisfaction scores.

## Job Description

## 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 ability to explain complex concepts to non-technical professionals.
- Data Analysis and Reporting: Strong analytical skills with expertise in legal-specific metrics and 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 willingness to travel for client visits and industry events.

## Preferred Qualifications

- 5+ years of Customer Success experience, ideally working with mid-size and enterprise accounts
- A strong understanding of legal tech or SaaS industry (experience in legal tech is a plus).
- Proven acumen around planning and managing a large book of business in a fast-paced environment.
- Excellent communication skills and the ability to present complex information across various stakeholders.
- An Eagerness to learn, adapt, and bring creative solutions to client needs.

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