Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Ensure a high level of adoption, retention, and growth of Eve's solutions among legal firm clients.

• Maintain client satisfaction ratings above 90%.

• Drive a 15% annual increase in average contract value through effective upselling and cross-selling strategies.

• Enable teams at firms utilizing Eve within 90 days or less.

• Achieve 90% utilization of Case/Matter and boost user engagement by 90% within six months.

• Reach 75% adoption of essential features.

• Produce over 5 annual case studies that demonstrate ROI.

• Develop more than 3 new product use cases each year.

• Provide client feedback to guide the development of the product roadmap.

• Maintain a retention rate exceeding 90% through proactive engagement and support.

⛳️ Requirements

• In-depth understanding of law firm operations, compliance, and current trends in the legal sector.

• Proficiency in legal tech solutions, particularly Eve's products, with the capability to simplify complex concepts for non-technical audiences.

• Strong analytical skills with expertise in legal-specific metrics and the ability to present insights effectively.

• Exceptional project coordination and communication abilities, employing a consultative approach to address law firm challenges.

• Creative problem-solving skills while overseeing multiple accounts across diverse practice areas and firm sizes.

• Strong relationship-building capabilities and willingness to travel for client meetings and industry events.

• Over 5 years of experience in Customer Success, preferably with mid-size to enterprise accounts.

• Solid background in legal technology.

• Experience in planning and managing a smaller book of business, with ownership of $10M-$20M in ARR.

• Experience managing large, complex accounts and executing strategic initiatives for client success and growth.

• Strong understanding of SaaS industry dynamics, particularly within 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 (for in-office employees only).

• Autonomous Work Environment.

• Workplace Setup Reimbursement.

• Telecomm Stipend.

• Flexible Time Off (FTO) + Holidays.

• Quarterly Team Gatherings.

• In-office Perks (for in-office employees only).