Enterprise Customer Success Manager, East

EvenUp is on a mission to support injury law firms across America in providing a consistent and high standard of representation, ensuring that every injury victim who seeks legal assistance can expect a fair resolution. We’ve helped thousands of victims get fair compensation by empowering their representation with best-in-class insights, automation, and document creation.

We are looking for an Enterprise Customer Success Manager based in the Eastern US region to oversee a portfolio of ~30 large law firm accounts, focusing on deep, strategic partnerships to deliver measurable customer outcomes. This role requires a highly strategic mindset, exceptional relationship management skills, and a strong ability to influence senior-level stakeholders within enterprise accounts. You will act as a trusted advisor, advocate for customers within EvenUp, and identify opportunities to expand our partnership with each customer.

What You’ll Do:

• Proactive Account Management:

  • Regularly conduct executive-level business reviews and deliver adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform.

  • Collaborate with internal teams to deliver tailored value and resolve complex challenges promptly.

  Strategic Partnership Development:

  • Partner with customers to define success metrics and align with their long-term business objectives.

  • Develop and execute tailored account plans for each customer, driving measurable outcomes and ensuring mutual success.

  Customer Advocacy and Success:

  • Build and nurture strong relationships with senior stakeholders and decision-makers, including firm leadership and department heads.

  • Serve as the primary point of contact for all customer-related matters within your portfolio.

  Renewal and Retention:

  • Own the renewal process for your accounts, working to secure favorable outcomes for both EvenUp and the customer.

  • Proactively identify risks to customer retention and create mitigation strategies to ensure continued success.

  Revenue Growth:

  • Identify, recommend, and support strategic upsell and cross-sell opportunities to deepen customer value.

  • Partner with Sales to design customized proposals and solutions that align with customer-specific goals.

  Insights and Feedback:

  • Document customer feedback, enterprise-level use cases, and success stories to inform internal product development and roadmap planning.

  • Advocate for enterprise customer needs in internal discussions, helping prioritize high-impact features and enhancements.

  Operational Excellence:

  • Ensure all customer interactions and account activities are meticulously tracked in the CSP/CRM system.

  • Provide regular updates on account health metrics and identify key trends across your portfolio.

  Team Collaboration:

  • Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless and customized customer experiences.

  • Share enterprise-specific insights and best practices with the broader Customer Success team to elevate overall team performance.

What We’re Looking For:

• Bachelor’s degree in a related field; MBA or JD is a strong plus.

• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with a focus on enterprise customers.

• Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset.

Skills and Expertise:

• Proven ability to manage a portfolio of enterprise accounts and deliver exceptional results.

• Strong problem-solving, critical-thinking, and negotiation skills with a proactive approach to customer challenges.

• Exceptional interpersonal, communication, and presentation abilities, especially with executive audiences.

• Familiarity with SaaS business models, particularly recurring revenue and complex account structures, is a strong advantage.

• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track enterprise customer health metrics.

• Legal Tech or experience working with large law firms is a significant plus.

Attributes:

• Highly strategic, organized, and capable of managing competing priorities within enterprise environments.

• Collaborative and team-oriented mindset, with the ability to influence cross-functional teams.

• Motivated by achieving measurable customer outcomes and delivering value at scale.

Other Requirements:

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

Benefits & Perks:

Our goal is to empower every team member to contribute to our mission of fostering a more just world, regardless of their role, location, or level of experience. To that end, here is a preview of what we offer:

• Choice of medical, dental, and vision insurance plans for you and your family

• Flexible paid time off

• 10 US observed holidays, and Canadian statutory holidays by province

• A home office stipend

• 401(k) for US-based employees

• Paid parental leave

• Sabbatical program

• A meet-up program to get together in person with colleagues in your area

• Offices in San Francisco and Toronto

Please note the above benefits & perks are for full-time employees

About EvenUp:

EvenUp is on a mission to level the playing field in personal injury cases. EvenUp applies machine learning and its AI model known as Piai™ to reduce manual effort and maximize case outcomes across the personal injury value chain. Combining in-house human legal expertise with proprietary AI and software to analyze records. The Claims Intelligence Platform™ provides rich business insights, AI workflow automation, and best-in-class document creation for injury law firms. EvenUp is the trusted partner of personal injury law firms. Backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures (BCV), SignalFire, NFX, DCM, and more, EvenUp’s customers range from top trial attorneys to America’s largest personal injury firms. EvenUp was founded in late 2019 and is headquartered in San Francisco. Learn more at www.evenuplaw.com.

EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.