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 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

The range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales bonuses target and annual base salary for the role.