Enterprise Customer Success Manager

Summary

Join EvenUp, a rapidly growing generative AI startup, as an Enterprise Customer Success Manager in the Mountain West US region. You will manage a portfolio of large law firm accounts, building strategic partnerships and driving measurable customer outcomes. This role demands a strategic mindset, exceptional relationship management skills, and the ability to influence senior stakeholders. You will act as a trusted advisor, advocate for customers, and identify opportunities for growth. The position requires experience in customer success and managing enterprise accounts, along with strong communication and problem-solving skills. EvenUp offers a competitive benefits package, including health insurance, paid time off, and a home office stipend.

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

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