Customer Success Manager I
About The Position
Partner with plaintiff U.S. law firms, from small and mid-market practices to select enterprise accounts, to drive software adoption, retention, and account growth. Serve as a strategic advisor and change management partner, helping legal teams transform workflows and use Everlaw’s platform, including generative AI capabilities, to achieve meaningful business outcomes on critical matters. This is a full-time, exempt position based in the New York City, NY or Oakland, CA office, with a hybrid schedule: in office Monday, Wednesday, and Thursday, with the option to work from home Tuesday and Friday. The Customer Success team helps customers turn Everlaw’s technology into meaningful outcomes on important matters. As trusted advisors, team members build lasting partnerships, guide adoption, and help organizations integrate Everlaw into their work. They connect customer priorities and feedback with teams across Everlaw to help customers realize sustained value while strengthening relationships that drive retention and growth.
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 multi-threaded relationships with 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.
- Proactively identify retention risks and resolve complex workflow challenges.
- Partner with Sales, User Education, Product, and Support to deliver a seamless customer experience.
- Share customer feedback, document best practices, and contribute to continuous improvement of 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 (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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
