Enterprise Customer Success Manager

Summary

Join EvenUp as an Enterprise Customer Success Manager in the Western US, managing a portfolio of large law firm accounts. You will build strategic partnerships, ensuring customer success and maximizing platform adoption. This role demands strong relationship management, executive communication, and the ability to influence senior stakeholders. You will act as a trusted advisor, advocate for customers, and identify opportunities for growth. Success in this position requires a strategic mindset, proven experience in enterprise account management, and exceptional communication skills. EvenUp offers a competitive benefits package.

Requirements

• Bachelor’s degree in a related field
• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with a focus on enterprise 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 enterprise accounts and deliver exceptional results
• Strong problem-solving, critical-thinking, and negotiation skills with a proactive approach to customer challenges
• Exceptional interpersonal, communication, and presentation abilities, especially with executive audiences
• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track enterprise customer health metrics
• Ability to travel within the U.S. up to 25%

Responsibilities

• Regularly conduct executive-level business reviews and deliver adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform
• Collaborate with internal teams to deliver tailored value and resolve complex challenges promptly
• Partner with customers to define success metrics and align with their long-term business objectives
• Develop and execute tailored account plans for each customer, driving measurable outcomes and ensuring mutual success
• Build and nurture strong relationships with senior stakeholders and decision-makers, including firm leadership and department heads
• 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
• Proactively identify risks to customer retention and create mitigation strategies to ensure continued success
• Identify, recommend, and support strategic upsell and cross-sell opportunities to deepen customer value
• Partner with Sales to design customized proposals and solutions that align with customer-specific goals
• Document customer feedback, enterprise-level use cases, and success stories to inform internal product development and roadmap planning
• Advocate for enterprise customer needs in internal discussions, helping prioritize high-impact features and enhancements
• Ensure all customer interactions and account activities are meticulously tracked in the CSP/CRM system
• Provide regular updates on account health metrics and identify key trends across your portfolio
• Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless and customized customer experiences
• Share enterprise-specific insights and best practices with the broader Customer Success team to elevate overall team performance

Preferred Qualifications

• MBA or JD
• Familiarity with SaaS business models, particularly recurring revenue and complex account structures
• Legal Tech or experience working with large law firms
• Highly strategic, organized, and capable of managing competing priorities within enterprise environments
• Collaborative and team-oriented mindset, with the ability to influence cross-functional teams
• Motivated by achieving measurable customer outcomes and delivering value at scale

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 and Toronto