Customer Success Manager, Midmarket

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not provided

EvenUp is a fast-growing generative AI startup focused on empowering law firms to secure better outcomes for personal injury victims. The Mid-Market Customer Success Manager will oversee a portfolio of approximately 60 mid-sized law firm accounts, balancing strategic engagement with scalability. This role requires a strategic mindset and strong relationship management skills to address the unique needs of mid-market customers and act as a trusted advisor.

Requirements

• Bachelor’s degree in a related field
• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role
• Experience with mid-market customers
• Experience navigating complex software platforms

Responsibilities

• Proactive Account Management:
  • Regularly conduct check-ins, business reviews, and adoption analyses.
  • Collaborate with internal teams to deliver value and resolve challenges promptly.
• Strategic Partnership Development:
  • Partner with customers to establish success metrics and ensure alignment with their business goals.
  • Develop and execute tailored success plans for each customer.
• Customer Advocacy and Success:
  • Build and maintain strong relationships with key customer stakeholders.
  • Serve as the primary point of contact for all customer-related matters.
• Renewal and Retention:
  • Own the renewal process for your accounts.
  • Analyze and mitigate risks to customer retention.
• Revenue Growth:
  • Identify and recommend upsell or cross-sell opportunities.
  • Collaborate with Sales to design customized proposals.
• Insights and Feedback:
  • Document customer feedback, use cases, and success stories.
  • Serve as a voice of the customer in internal discussions.
• Operational Excellence:
  • Ensure all customer interactions are tracked accurately in the CSP/CRM system.
  • Provide regular updates on account health metrics.
• Team Collaboration:
  • Partner with cross-functional teams (Product, Sales, Operations) to deliver seamless customer experiences.
  • Share insights and best practices with the broader Customer Success team.

Application Instructions

• Not provided

Company Information

• Company: EvenUp
• Industry: Generative AI, Legal Tech
• Mission: To level the playing field for personal injury victims.