Customer Success Manager (Enterprise Legal)

Everlaw•New York, NY

2d•Hybrid

About The Position

As a Customer Success Manager supporting Everlaw’s Enterprise Legal customers, you’ll partner with large U.S. law firms to help them get strong value from our software. Everlaw is an ediscovery platform used to manage documents and information in legal matters such as litigation, investigations, and arbitrations. In this customer-facing role, you’ll leverage strategic advisory skills to build trusted relationships, support onboarding and adoption, help customers improve their workflows, and advise them on how Everlaw and generative AI can support their work more effectively. You’ll also collaborate closely with teammates across Sales, User Education, Product, and Support to give customers a strong, coordinated experience. If you are passionate about empowering customers, thrive in dynamic environments, and are committed to doing what’s right for both clients and Everlaw, we encourage you to join our mission to promote justice by illuminating the truth. At Everlaw, our mission is to promote justice by illuminating the truth. Our company culture is open and democratic and we’re committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you’re looking for a place that values passion, integrity, thinking big, and a desire to learn, we’d love to hear from you! Think you’re missing some of the skills and are hesitant to apply? We do not believe in the ‘perfect’ candidate and encourage you to apply if you feel you can bring value to our team. This is a full-time, exempt position based in our New York City or Oakland office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr. Getting started We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals. We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1. You’ll work to become a product expert, helping you provide industry-leading coaching and training to improve adoption of Everlaw.

Requirements

At least 4 years of experience in customer success with enterprise customers in either SAAS or consumption-based technology companies; industry experience in eDiscovery, legal tech, or software consulting is a plus.
Act as a trusted advisor and strategic partner, not a tactical order-taker, bringing strong workflow expertise and change management experience to help customers apply Everlaw as a solution and successfully adopt new ways of working.
Deep understanding of growth and adoption strategies, are metrics- and outcomes-driven, use data to proactively manage your book of business, build annual account plans, prioritize call to actions (CTAs), and focus your time where it has the most impact.
Can navigate complex customer organizational structures, develop multi-threaded champions throughout the organization, and influence customer behavior, building high-trust relationships grounded in credibility, reliability, and low self-orientation.
Comfortable presenting business value and strategic insights to senior executives and leading complex or high-stakes conversations, bringing confidence, composure, and executive presence while aligning internal and external stakeholders.
Strategic, analytical, and process-driven, able to manage multiple competing priorities while taking proactive accountability for your role, deliverables, and development without the need for micro-management.
Exceptional communicator (verbal, written, and presentation) and thrive in a fast-paced environment that requires strong time-management skills, resilience, and adaptability.
Authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions.

Nice To Haves

Industry experience in eDiscovery, legal tech, or software consulting is a plus.

Responsibilities

Own retention and growth across your book of business, including renewals and opportunities to expand customer usage.
Build strong relationships with customer stakeholders, including day-to-day users, administrators, practice group leaders, and executive sponsors.
Help customers adopt Everlaw in ways that fit their workflows, business needs, and goals.
Lead regular check-in calls, success reviews, product demonstrations, and conversations about usage, business impact, and next steps.
Teach customers how to use Everlaw features and workflows effectively, including generative AI capabilities where relevant.
Identify risks early, solve problems proactively, and help strengthen long-term customer relationships.
Partner closely with Sales, User Education, Product, and Support to create a coordinated customer experience and support renewal and growth opportunities.
Serve as the main point of contact for your accounts and take ownership of helping customers achieve meaningful outcomes with Everlaw.
Contribute to the ongoing improvement of the Customer Success team by sharing feedback, documenting best practices, and supporting teammates as needed.

Benefits

Annual learning and development stipend
Equity program
401(k) retirement plan with company matching
Health, dental, and vision
Flexible Spending Accounts for health and dependent care expenses
Paid parental leave
Approximately 10 days (80 hours) per year of sick leave
Seventeen paid vacation days
11 federal holidays
Time off for company-sponsored volunteer events
4 paid hours per quarter to volunteer at a charitable organization of your choice
Membership to Modern Health to help employees prioritize mental health and wellness
Annual allocation for Learning & Development opportunities and applicable professional membership dues
Company-sponsored life and disability insurance