Mid-Market Customer Success Manager

EvenUp • ,

15d • $110,000 - $130,000

About The Position

The Customer Success Manager, Mid-market will oversee a portfolio of approximately 70 mid-sized law firm accounts, balancing strategic engagement with scalable service to deliver measurable customer outcomes. The role calls for a strategic mindset, technological fluency, and strong relationship management across senior stakeholders and individual users. The Customer Success Manager serves as a trusted advisor, advocates for customers within EvenUp, and identifies opportunities to expand each customer partnership.

Requirements

• At least 3 years of experience in Customer Success, Account Management, or a similar customer-facing role; mid-market customer experience is preferred.
• Experience managing a portfolio of accounts and delivering exceptional results.
• Strong problem-solving and critical-thinking skills, with a proactive approach to customer challenges.
• Exceptional interpersonal, communication, and presentation abilities.
• Experience leveraging Customer Success Platforms (CSPs) and CRM systems to manage portfolios and track customer health metrics.
• Strong organizational skills and attention to detail, with the ability to manage competing priorities.
• Collaborative and team-oriented mindset.
• Motivation to achieve measurable customer outcomes and deliver value.
• Ability to travel within the U.S. up to 25%.

Nice To Haves

• Experience in a fast-paced, high-growth startup environment while balancing competing priorities and maintaining a customer-first mindset.
• Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing.
• Legal Tech experience or experience working with law firms.

Responsibilities

• Conduct regular customer check-ins, business reviews, and adoption analyses to help customers use the full capabilities of EvenUp’s platform.
• Establish success metrics with customers and align them with customers’ business goals.
• Develop and execute tailored success plans for user groups, driving measurable outcomes and engaging directly with the EvenUp platform.
• Build and maintain strong relationships with customer stakeholders, from firm leadership to end-users.
• Analyze and mitigate customer-retention risks by proactively addressing concerns and providing solutions.
• Identify and recommend upsell or cross-sell opportunities that can provide additional customer value.
• Collaborate with Sales on customized cross-sell proposals based on customer-specific needs.
• Document customer feedback, use cases, and success stories to inform product development and roadmap planning.
• Represent the voice of the customer in internal discussions and help prioritize feature requests and improvements.
• Report on account health metrics and identify trends across the portfolio.
• Partner with Product, Sales, Operations, and other cross-functional teams to deliver seamless customer experiences.
• Share insights and best practices with the broader Customer Success team.

Benefits

• Choice of medical, dental, and vision insurance plans for employees and their families.
• Additional life, accident, or critical illness insurance coverage options.
• Flexible paid time off and sick leave.
• Short-term and long-term disability coverage.
• 10 observed U.S. holidays and Canadian statutory holidays by province.
• Home office stipend.
• 401(k) for U.S.-based employees and RRSP for Canada-based employees.
• Paid parental leave.
• Local in-person meet-up program.
• Hubs in San Francisco and Toronto.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed