Note: The job is a remote job and is open to candidates in USA. Eve builds AI-powered legal technology for plaintiff law firms. The Customer Success Manager drives adoption, retention, and growth among law firm clients through onboarding, product utilization, value demonstration, and client feedback.
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
- Comprehensive knowledge of law firm operations, compliance, and current legal sector trends
- Mastery of legal tech solutions, especially Eve's products, with ability to explain complex concepts to non-technical professionals
- Strong analytical skills with expertise in legal-specific metrics and ability to present insights effectively
- Excellent project coordination and communication skills, with a consultative approach to solving law firm challenges
- Creative problem-solver capable of managing multiple accounts across various practice areas and firm sizes
- Strong relationship-building skills
- Willingness to travel for client visits and industry events
- 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
Benefits
- Equity
- 401(k) Program with Employer Matching
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Commuter Benefits (in-office employees only)
- 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