Team Lead, Customer Success Manager

Eve is a company redefining legal technology for plaintiff law firms, focusing on AI solutions to enhance case management. They are seeking a Team Lead, Customer Success Manager to lead and mentor a team, drive client retention, and optimize product adoption while collaborating across functions.

Responsibilities:

• Lead and Mentor Emerging Talent: Guide and develop 3-4 Customer Success team members (L1-L2 CSMs) through regular coaching, training sessions, and performance feedback to accelerate their professional growth and client management capabilities
• Drive Client Retention and Growth: Manage a portfolio of 20 small to mid-sized accounts plus overflow, achieving 90%+ retention rates and identifying 15+ annual upsell opportunities to drive expansion revenue
• Serve as Escalation Expert: Handle complex client issues and serve as the primary escalation point for your team, ensuring swift resolution and maintaining NPS scores of 80%+
• Deliver Strategic Client Engagement: Conduct quarterly business reviews (QBRs) that demonstrate clear ROI, drive deeper product adoption, and strengthen long-term client relationships
• Optimize Product Adoption: Achieve 110%+ Matter utilization across your portfolio while coaching team members to drive similar adoption rates with their accounts
• Develop Team Capabilities: Design and deliver training programs that enhance team product knowledge, client management skills, and customer success best practices
• Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to ensure seamless client experiences and provide valuable feedback for continuous improvement

Requirements:

• Emerging Leadership Skills: Natural mentor and coach with the ability to inspire and develop junior team members while maintaining high personal performance standards
• Legal Industry Knowledge: Solid understanding of law firm operations, legal workflows, and the challenges facing small to mid-sized legal practices
• Customer Success Expertise: Strong foundation in customer success methodologies, retention strategies, and expansion techniques with proven results
• Problem-Solving Excellence: Exceptional troubleshooting abilities with experience managing complex client escalations and finding creative solutions
• Communication Mastery: Outstanding verbal and written communication skills with the ability to present to diverse stakeholders and facilitate productive team discussions
• Adaptability and Growth Mindset: Thrives in a fast-paced environment while balancing individual account management with team leadership responsibilities
• 4+ years of Customer Success experience with 1-2 years in a team lead or mentoring capacity, preferably in B2B SaaS environments
• Legal tech or professional services experience with understanding of how small to mid-sized firms evaluate and implement technology solutions
• Portfolio management success with proven ability to manage 15+ accounts simultaneously while maintaining high client satisfaction and retention rates
• Training and development experience with a track record of successfully onboarding and developing junior team members
• Escalation management expertise with experience resolving complex client issues and turning challenging situations into success stories