Customer Success Manager, Midmarket

Summary

Join EvenUp, a rapidly growing generative AI startup, as our Customer Success Manager, Midmarket (Central)! You will manage a portfolio of mid-sized law firm accounts, strategically engaging with clients to achieve measurable outcomes. This role demands a strategic mindset and strong relationship management skills to address unique customer needs. You will act as a trusted advisor, advocate for customers within EvenUp, and identify opportunities to expand partnerships. Responsibilities include proactive account management, strategic partnership development, customer advocacy, renewal and retention, revenue growth, and providing valuable insights and feedback. The ideal candidate possesses a Bachelor's degree, 3+ years of relevant experience, and strong problem-solving and communication skills.

Requirements

• Bachelor’s degree in a related field
• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with mid-market customers
• Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset
• Proven ability to manage a portfolio of accounts and deliver exceptional results
• Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges
• Exceptional interpersonal, communication, and presentation abilities
• Ability to travel within the U.S. up to 25%

Responsibilities

• Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform
• Collaborate with internal teams to deliver value and resolve challenges promptly
• Partner with customers to establish success metrics and ensure alignment with their business goals
• Develop and execute tailored success plans for each customer, driving measurable outcomes
• Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users
• Serve as the primary point of contact for all customer-related matters within your portfolio
• Own the renewal process for your accounts, working to secure favorable outcomes for both EvenUp and the customer
• Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively
• Identify and recommend upsell or cross-sell opportunities to drive additional value for customers
• Collaborate with Sales to design customized proposals for cross-sell opportunities based on customer-specific needs
• Document customer feedback, use cases, and success stories to inform internal product development and roadmap planning
• Act as a voice of the customer in internal discussions to prioritize feature requests and improvements
• Ensure all customer interactions and account activities are tracked accurately in the CSP/CRM system
• Provide regular updates on account health metrics and identify trends across your portfolio
• Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences
• Share insights and best practices with the broader Customer Success team to enhance overall team performance

Preferred Qualifications

• Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing, is a strong advantage
• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track customer health metrics
• Legal Tech or experience working with law firms is a strong plus
• Highly organized, detail-oriented, and capable of managing competing priorities
• Collaborative and team-oriented mindset
• Motivated by achieving measurable customer outcomes and delivering value

Benefits

• Choice of medical, dental, and vision insurance plans for you and your family
• Flexible paid time off
• 10 US observed holidays, and Canadian statutory holidays by province
• A home office stipend
• 401(k) for US-based employees
• Paid parental leave
• Sabbatical program
• A meet-up program to get together in person with colleagues in your area
• Offices in San Francisco, Los Angeles, and Toronto