Enterprise Customer Success Manager

Employment Type: Full-Time Location Type: Remote Salary: Not Specified

Position Overview

EvenUp is a rapidly growing generative AI startup dedicated to leveling the playing field for personal injury victims across various case types, from motor vehicle accidents to child abuse. Our innovative products enable law firms to achieve faster settlements, higher payouts, and improved outcomes for those in need.

We are seeking a highly strategic and skilled Enterprise Customer Success Manager to manage a portfolio of approximately 30 large law firm accounts. This role focuses on building deep, strategic partnerships to deliver measurable customer outcomes. The ideal candidate possesses exceptional relationship management skills and the ability to influence senior-level stakeholders within enterprise accounts. You will serve as a trusted advisor and advocate for customers within EvenUp, identifying opportunities to expand our partnerships.

Responsibilities

Proactive Account Management

• Conduct regular executive-level business reviews and deliver adoption analyses to ensure customers maximize EvenUp's platform capabilities.
• Collaborate with internal teams to provide tailored value and promptly resolve complex challenges.

Strategic Partnership Development

• Partner with customers to define success metrics and align with their long-term business objectives.
• Develop and execute tailored account plans for each customer to drive measurable outcomes and ensure mutual success.

Customer Advocacy and 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.

Renewal and Retention

• Own the renewal process for your accounts, securing favorable outcomes for both EvenUp and the customer.
• Proactively identify and implement mitigation strategies for customer retention risks.

Revenue Growth

• Identify, recommend, and support strategic upsell and cross-sell opportunities to enhance customer value.
• Partner with Sales to develop customized proposals and solutions aligned with customer-specific goals.

Insights and Feedback

• Document customer feedback, enterprise-level use cases, and success stories to inform product development and roadmap planning.
• Advocate for enterprise customer needs in internal discussions, helping prioritize high-impact features and enhancements.

Operational Excellence

• Meticulously track all customer interactions and account activities in the CSP/CRM system.
• Provide regular updates on account health metrics and identify key trends across your portfolio.

Team Collaboration

• 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.

Requirements

Education

• Bachelor's degree in a related field.
• MBA or JD is a strong plus.

Experience

• 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.

Skills and Expertise

• Proven ability to manage a portfolio of enterprise accounts and deliver exceptional results.
• Ability to facilitate and manage multiple internal stakeholders for each account.
• 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.
• Familiarity with SaaS business models, particularly recurring revenue and complex account structures, is a strong advantage.
• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track enterprise customer health.

About EvenUp

EvenUp is one of the fastest-growing generative AI startups in history, on a mission to level the playing field for personal injury victims, which range from motor vehicle accidents to child abuse cases. Our products empower law firms to secure faster settlements, higher payouts, and better outcomes for those who need it most.