Ensure high adoption, retention, and expansion of Eve's suite of solutions among law firm clients.
Achieve and maintain client satisfaction scores above 90%.
Drive a 15% year-over-year increase in average contract value through strategic upsells and cross-sells.
Enable teams at firms using Eve in 90 days or less.
Achieve 90% Case/Matter utilization and 75% adoption of key features.
Generate 5+ annual case studies showcasing ROI.
Provide client feedback to inform product roadmap development.
Achieve 90%+ retention rate through proactive engagement and support.

5+ years of Customer Success experience, ideally with mid-size to enterprise accounts, with a proven ability to manage high-value relationships.
Solid experience in legal tech, understanding the unique needs of law firms and legal teams.
Proven acumen around planning and managing a smaller book of business, with **$10M
$20M in ARR ownership**.
Experience managing large, complex accounts and executing strategic initiatives for client success and growth.
Strong understanding of SaaS industry dynamics, particularly in legal technology.

Enterprise Customer Success Manager

Key skills