Customer Success Manager

Eve is redefining legal technology for plaintiff law firms, and they are seeking a Customer Success Manager to ensure high adoption and satisfaction among clients. The role involves onboarding clients, maximizing product utilization, demonstrating value through case studies, and maintaining strong client relationships.

Responsibilities:

• Drive Client Success and Growth: Ensure high adoption, retention, and expansion of Eve's suite of solutions among law firm clients. Achieve and maintain client satisfaction scores above 90%, while driving a 15% year-over-year increase in average contract value through strategic upsells and cross-sells
• Onboarding: Enable teams at firms using Eve in 90 days or less
• Maximize Product Utilization: Achieve 90% Case/Matter utilization, increase user engagement by 90% within six months, and attain 75% adoption of key features
• Demonstrate Value: Generate 5+ annual case studies showcasing ROI. Develop 3+ new product use cases yearly
• Contribute to Product Evolution: Provide client feedback to inform product roadmap development
• Maintain Client Relationships: Achieve 90%+ retention rate through proactive engagement and support

Requirements:

• Comprehensive knowledge of law firm operations, compliance, and current legal sector trends
• Mastery of legal tech solutions, especially Eve's products, with ability to explain complex concepts to non-technical professionals
• Strong analytical skills with expertise in legal-specific metrics and ability to present insights effectively
• Excellent project coordination and communication skills, with a consultative approach to solving law firm challenges
• Creative problem-solver capable of managing multiple accounts across various practice areas and firm sizes
• Strong relationship-building skills with willingness to travel for client visits and industry events
• 5+ years of Customer Success experience, ideally working with mid-size and enterprise accounts
• A strong understanding of legal tech or SaaS industry (experience in legal tech is a plus)
• Proven acumen around planning and managing a large book of business in a fast-paced environment
• Excellent communication skills and the ability to present complex information across various stakeholders
• An eagerness to learn, adapt, and bring creative solutions to client needs