Enterprise Customer Success Manager

EvenUp • ,

15d • $150,000 - $180,000

About The Position

EvenUp is hiring an Enterprise Customer Success Manager to oversee a portfolio of 25–30 large law firm accounts. The role focuses on developing strategic partnerships and driving user-level engagement so customers achieve measurable outcomes and maximize the value of EvenUp’s platform. The manager serves as a trusted advisor and customer advocate, builds relationships with senior stakeholders, and coordinates with internal teams to deliver tailored customer experiences.

The position owns account planning, adoption and success metrics, renewal and retention efforts, and support for strategic upsell and cross-sell opportunities. It also includes documenting customer feedback and use cases, maintaining account records and health metrics in CSP/CRM systems, and sharing enterprise insights with cross-functional teams. Travel within the U.S. of up to 40–50% is required.

Requirements

• Bachelor’s degree in a related field.
• At least 5 years of experience in Customer Success, Account Management, or a similar customer-facing role, focused on enterprise customers.
• Experience working in a fast-paced, high-growth startup environment while balancing competing priorities and maintaining a customer-first mindset.
• Ability to manage a portfolio of enterprise accounts and deliver exceptional results.
• Ability to coordinate multiple internal stakeholders for each account and drive usage at the individual level.
• Strong problem-solving, critical-thinking, and negotiation skills, with a proactive approach to customer challenges.
• Exceptional interpersonal, communication, and presentation abilities, particularly with executive audiences.
• Ability to travel within the U.S. up to 40–50%.
• Highly strategic and organized, with the ability to manage competing priorities in enterprise environments.
• Collaborative, team-oriented approach and ability to influence cross-functional teams.
• Motivation to achieve measurable customer outcomes and deliver value at scale.

Nice To Haves

• MBA or JD.
• Familiarity with SaaS business models, especially recurring revenue and complex account structures.
• Experience using Customer Success Platforms (CSPs) and CRM systems to manage portfolios and track enterprise customer health metrics.
• Legal Tech experience or experience working with large law firms.

Responsibilities

• Conduct executive-level business reviews and deliver adoption analyses to help customers use the platform’s capabilities.
• Collaborate with internal teams to deliver tailored value and promptly resolve complex customer challenges.
• Partner with customers to define success metrics and align them with long-term business objectives.
• Develop and execute tailored account plans for customers and user groups, driving measurable outcomes and engaging directly with the EU platform.
• Build and nurture relationships with senior stakeholders and decision-makers, including firm leadership and department heads.
• Serve as the primary point of contact for customer-related matters within the assigned portfolio.
• Own the account renewal process and work toward favorable outcomes for both EvenUp and customers.
• Identify customer-retention risks and develop mitigation strategies.
• Identify, recommend, and support strategic upsell and cross-sell opportunities.
• Partner with Sales to develop customized proposals and solutions aligned with customer goals.
• Document customer feedback, enterprise use cases, and success stories to inform product development and roadmap planning.
• Advocate for enterprise customer needs in internal discussions and help prioritize high-impact product features and enhancements.
• Track customer interactions and account activities in CSP/CRM systems.
• Provide regular updates on account health metrics and identify trends across the portfolio.
• Partner with Product, Sales, and Operations to deliver seamless, customized customer experiences.
• Share enterprise insights and best practices with the Customer Success team.

Benefits

• Choice of medical, dental, and vision insurance plans for employees and their families.
• Additional insurance coverage options for life, accident, or critical illness.
• Flexible paid time off and sick leave.
• Short-term and long-term disability.
• 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