Customer Success Manager, Midmarket

EvenUp is on a mission to close the justice gap using technology and AI, empowering personal injury lawyers and victims to achieve justice. The Customer Success Manager, Midmarket will oversee a portfolio of mid-sized law firm accounts, focusing on strategic engagement and customer advocacy to drive measurable outcomes and revenue growth.

Responsibilities:

• Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform. Collaborate with internal teams to deliver value and resolve challenges promptly
• Partner with customers to establish success metrics and ensure alignment with their business goals. Develop and execute tailored success plans for each customer, driving measurable outcomes
• Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users. Serve as the primary point of contact for all customer-related matters within your portfolio
• Own the renewal process for your accounts, working to secure favorable outcomes for both EvenUp and the customer. Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively
• Identify and recommend upsell or cross-sell opportunities to drive additional value for customers. Collaborate with Sales to design customized proposals for cross-sell opportunities based on customer-specific needs
• Document customer feedback, use cases, and success stories to inform internal product development and roadmap planning. Act as a voice of the customer in internal discussions to prioritize feature requests and improvements
• Ensure all customer interactions and account activities are tracked accurately in the CSP/CRM system. Provide regular updates on account health metrics and identify trends across your portfolio
• Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences. Share insights and best practices with the broader Customer Success team to enhance overall team performance

Requirements:

• Bachelor's degree in a related field
• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with mid-market customers
• Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset
• Proven ability to manage a portfolio of accounts and deliver exceptional results
• Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges
• Exceptional interpersonal, communication, and presentation abilities
• Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing, is a strong advantage
• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track customer health metrics
• Legal Tech or experience working with law firms is a strong plus
• Highly organized, detail-oriented, and capable of managing competing priorities
• Collaborative and team-oriented mindset
• Motivated by achieving measurable customer outcomes and delivering value
• Ability to travel within the U.S. up to 25%