Note: The job is a remote job and is open to candidates in USA. Eve is redefining legal technology for plaintiff law firms, and they are seeking an Enterprise Customer Success Manager to drive client success and growth. This role involves ensuring high adoption and retention of Eve's solutions, maximizing product utilization, and maintaining strong client relationships.
Responsibilities
- 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
Skills
- 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
- 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
Benefits
- Competitive Salary & Equity
- 401(k) Program with Employer Matching
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Commuter Benefits
- Autonomous Work Environment
- Workplace Setup Reimbursement
- Telecomm Stipend
- Flexible Time Off (FTO) + Holidays
- Quarterly Team Gatherings
- In office Perks
- In office employees only
Company Overview