Customer Success Manager

Eve

22d•$120,000 - $165,000

About The Position

Eve is hiring a Customer Success Manager to help plaintiff law firms adopt and grow their use of Eve’s AI-powered legal technology. The role focuses on onboarding clients, driving product adoption and utilization, maintaining strong client relationships, supporting retention and account expansion, and demonstrating the value Eve delivers. The Customer Success Manager will also share client feedback to inform product development and help develop new product use cases and case studies. The position requires expertise in law firm operations and legal technology, strong analytical and communication skills, project management capabilities, and the ability to manage multiple client accounts. The role includes travel for client visits and industry events. The stated US salary range is $120,000–$165,000 in on-target earnings, including base salary and sales bonuses or commissions. Eve offers equity and a range of employee benefits.

Requirements

Comprehensive knowledge of law firm operations, compliance, and current legal-sector trends.
Mastery of legal technology solutions, especially Eve’s products, and the ability to explain complex concepts to non-technical professionals.
Strong analytical skills, expertise in legal-specific metrics, and the ability to present insights effectively.
Excellent project coordination and communication skills, with a consultative approach to solving law firm challenges.
Creative problem-solving skills and adaptability when managing multiple accounts across practice areas and firm sizes.
Strong relationship-building skills and willingness to travel for client visits and industry events.

Nice To Haves

At least five years of Customer Success experience, ideally working with mid-size and enterprise accounts.
Strong understanding of the legal technology or SaaS industry; legal technology experience is a plus.
Demonstrated ability to plan and manage a large book of business in a fast-paced environment.
Excellent communication skills and ability to present complex information to varied stakeholders.
Eagerness to learn, adapt, and develop creative solutions to client needs.

Responsibilities

Drive adoption, retention, and expansion of Eve’s solutions among law firm clients.
Maintain client satisfaction scores above 90% and contribute to a 15% year-over-year increase in average contract value through upselling and cross-selling.
Enable client firm teams to use Eve within 90 days or less.
Increase case and matter utilization, user engagement, and adoption of key product features according to the stated targets.
Generate at least five case studies annually that showcase client return on investment.
Develop at least three new product use cases each year.
Provide client feedback to inform product roadmap development.
Maintain client relationships through proactive engagement and support, with a target retention rate of at least 90%.
Manage multiple client accounts across practice areas and firm sizes.
Travel for client visits and industry events.