Customer Success Manager, Enterprise

Florida, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Generative AI, Legal TechIndustries

Requirements

Candidates should possess a Bachelor's degree in a related field, with an MBA or JD being a strong plus. A minimum of 5 years of experience in Customer Success, Account Management, or a similar customer-facing role, specifically with enterprise clients, is required. Experience in a fast-paced, high-growth startup environment is essential, along with the ability to manage competing priorities while maintaining a customer-first approach. Proven skills in problem-solving, critical thinking, negotiation, and exceptional interpersonal, communication, and presentation abilities, particularly with executive audiences, are necessary. Familiarity with SaaS business models, recurring revenue, and complex account structures is advantageous, as is experience with Customer Success Platforms (CSPs) and CRM systems.

Responsibilities

The Enterprise Customer Success Manager will oversee a portfolio of approximately 30 large law firm accounts, focusing on building strategic partnerships to achieve measurable customer outcomes. Key responsibilities include conducting executive-level business reviews, delivering adoption analyses, and collaborating with internal teams to resolve complex challenges. The role involves partnering with customers to define success metrics, developing tailored account plans, and serving as the primary point of contact for all customer-related matters. Responsibilities also include owning the renewal process, identifying and mitigating retention risks, and identifying strategic upsell and cross-sell opportunities. Additionally, the manager will document customer feedback to inform product development, advocate for enterprise customer needs internally, track all customer interactions in the CSP/CRM system, and partner with cross-functional teams to deliver seamless customer experiences.

Skills

Account Management

Customer Success

Relationship Management

Strategic Partnerships

Executive Business Reviews

Adoption Analysis

Problem-Solving

Customer Advocacy

Renewal Management

Revenue Growth

Generative AI

SaaS

EvenUp

Legal services for personal injury cases

About EvenUp

EvenUp Law provides legal services focused on personal injury, trucking accidents, and medical malpractice. The firm operates in multiple states, including Texas, Pennsylvania, California, Indiana, and Georgia. Its business model is based on a contingency fee structure, meaning they only receive payment if they win a case, taking a percentage of the settlement or judgment. What sets EvenUp Law apart from its competitors is its detailed case preparation and the ability to analyze cases like an adjuster or defense attorney, which leads to higher settlement amounts and quicker resolutions for clients. The firm also maintains a database of similar injuries and their values, which helps in providing accurate damage estimates. The goal of EvenUp Law is to save clients time and stress while ensuring they receive fair compensation for their injuries.

San Francisco, CaliforniaHeadquarters

2019Year Founded

$214MTotal Funding

SERIES_DCompany Stage

LegalIndustries

201-500Employees

Risks

Increased competition from other legal tech startups could erode EvenUp's market share.

Reliance on a contingency fee model poses financial risks with unsuccessful cases.

Potential regulatory changes in AI use could impact EvenUp's operations.

Differentiation

EvenUp uses AI to automate legal document creation, reducing time and costs.

The company targets the $20 million insurance claim market with AI-driven solutions.

EvenUp's meticulous case preparation results in high settlement amounts and quick resolutions.

Upsides

Recent $135 million Series D funding shows strong investor confidence in EvenUp.

Launch of AI assistant Litty highlights growth in generative AI for legal automation.

Strategic board appointments could open new avenues for growth and partnerships.

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