Customer Success Manager, Midmarket (Florida)

Employment Type: Full-Time Location Type: Remote Salary: [Salary information not provided]

Position Overview

EvenUp is a rapidly growing generative AI startup dedicated to leveling the playing field for personal injury victims. Our innovative products assist law firms in achieving faster settlements, higher payouts, and improved outcomes for clients.

The Customer Success Manager, Midmarket (Florida) will be responsible for managing a portfolio of approximately 60 mid-sized law firm accounts. This role requires a strategic approach to client engagement and scalability to ensure measurable customer success. You will serve as a trusted advisor and advocate for customers within EvenUp, identifying opportunities to deepen our partnerships.

Responsibilities

Proactive Account Management

• Conduct regular check-ins, business reviews, and adoption analyses to ensure customers maximize EvenUp's platform capabilities.
• Collaborate with internal teams to deliver value and promptly resolve customer challenges.

Strategic Partnership Development

• Partner with customers to define success metrics and align with their business objectives.
• Develop and implement tailored success plans for each customer to drive measurable outcomes.

Customer Advocacy and Success

• Build and maintain strong relationships with key customer stakeholders, from firm leadership to end-users.
• Serve as the primary point of contact for all customer-related matters within your assigned portfolio.

Renewal and Retention

• Manage the renewal process for accounts, ensuring favorable outcomes for both EvenUp and the customer.
• Proactively identify and mitigate risks to customer retention by addressing concerns and providing solutions.

Revenue Growth

• Identify and recommend upsell or cross-sell opportunities to enhance customer value.
• Collaborate with the Sales team to create customized proposals for cross-sell opportunities based on specific customer needs.

Insights and Feedback

• Document customer feedback, use cases, and success stories to inform product development and roadmap planning.
• Act as the voice of the customer in internal discussions to prioritize feature requests and improvements.

Operational Excellence

• Ensure accurate tracking of all customer interactions and account activities in the CSP/CRM system.
• Provide regular updates on account health metrics and identify portfolio-wide trends.

Team Collaboration

• Partner with cross-functional teams, including Product, Sales, and Operations, to ensure seamless customer experiences.
• Share insights and best practices with the broader Customer Success team to improve overall team performance.

Requirements

Education and Experience

• Bachelor's degree in a related field.
• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with a preference for experience with mid-market customers.
• Experience thriving in a fast-paced, high-growth startup environment, managing competing priorities while maintaining a customer-first approach.

Skills and Expertise

• Proven ability to manage a portfolio of accounts and achieve exceptional results.
• Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges.
• Exceptional interpersonal, communication, and presentation skills.
• Familiarity with SaaS business models, including recurring revenue and usage-based pricing, is a significant advantage.
• Experience utilizing Customer Success Platforms (CSPs) and CRM systems for portfolio management and customer health tracking.
• Experience in Legal Tech or working with law firms is a strong plus.

Attributes

• Highly organized, detail-oriented, and capable of managing competing priorities.
• Collaborative and team-oriented mindset.
• Motivated by achieving measurable customer outcomes and delivering value.

Other Requirements

• Ability to travel within the U.S. up to 25%.

Company Information

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.

Application Instructions

[Application instructions not provided]