Customer Success Manager I
About The Position
The Customer Success Manager I partners with plaintiff U.S. law firms, from small and mid-market practices to select enterprise accounts, to drive software adoption, retention, and account growth. The role serves as a strategic advisor and change management partner, helping legal teams transform workflows and use Everlaw’s platform, including generative AI capabilities, to achieve business outcomes on critical matters. This is a full-time, exempt position based in Everlaw’s New York City, NY or Oakland, CA office, with a hybrid schedule: in the office Monday, Wednesday, and Thursday, with the option to work from home Tuesday and Friday.
Requirements
- At least 4 years of customer success experience managing a large book of mid-market and enterprise accounts within SaaS or consumption-based technology companies.
- Experience acting as a strategic advisor and change management partner, using workflow expertise and data-driven account plans to influence customer behavior and drive adoption.
- Ability to navigate complex client organizations and build credibility, trust, and executive presence with senior leadership.
- Ability to manage competing priorities proactively.
- Exceptional written, verbal, and presentation communication skills.
- Authorization to work in the United States; Everlaw is not sponsoring U.S. employment visas for this role.
Nice To Haves
- Experience in legal tech, litigation software consulting, or related legal industry workflows.
- Experience working with AI tools such as Claude or Glean to optimize day-to-day responsibilities.
Responsibilities
- Own retention and growth across a book of business by driving renewals and identifying opportunities to expand usage.
- Build relationships across law firm stakeholders, including day-to-day users, administrators, practice group leaders, and executive sponsors.
- Conduct regular check-in calls, strategic success reviews, and product demonstrations focused on usage data, business impact, and strategic alignment.
- Teach customers to use platform features and workflows effectively, including best practices for adopting generative AI capabilities.
- Identify retention risks proactively, resolve complex workflow challenges, and partner with Sales, User Education, Product, and Support to deliver a seamless customer experience.
- Share customer feedback, document best practices, and contribute to improving the Customer Success team.
Benefits
- Comprehensive medical, dental, and vision coverage.
- Flexible Spending Accounts for health and dependent care expenses.
- Membership to Modern Health for mental health and wellness.
- Paid parental leave.
- Company-sponsored life and disability insurance.
- Competitive equity grants.
- 401(k) plan with company matching of up to 4% of eligible annual compensation.
- 17 paid vacation days, 11 federal holidays, and paid sick leave.
- Four additional paid company-wide days off per year, called Everlawlidays.
- Annual allocation for learning and development and relevant professional membership dues.
- Hybrid work with regular work-from-home days and flexibility for life’s logistics.
- Monthly home internet reimbursement and a stipend for desk setup.
- Catered lunch each workday, snacks, and company-wide events in the offices.
- Performance-based commission eligibility as part of the stated on-target earnings.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
