Customer Success Manager, Midmarket

Summary

Join EvenUp, a rapidly growing SaaS company, as our Customer Success Manager, Midmarket (Central)! You will manage a portfolio of mid-sized law firm accounts, building strong relationships and ensuring customer success. This role demands strategic thinking, strong relationship management, and a proactive approach to problem-solving. You will act as a trusted advisor, advocate for customers, and identify opportunities for growth. Success in this position requires a proven ability to manage accounts, deliver exceptional results, and collaborate effectively with internal teams. EvenUp offers a comprehensive benefits package, including health insurance, paid time off, and a home office stipend.

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
• Additional insurance coverage options for life, accident, or critical illness
• Flexible paid time off, sick leave, short-term and long-term disability
• 10 US observed holidays, and Canadian statutory holidays by province
• A home office stipend
• 401(k) for US-based employees and RRSP for Canada-based employees
• Paid parental leave
• A local in-person meet-up program
• Hubs in San Francisco and Toronto