Enterprise Customer Success Manager

Eve

22d • $150,000 - $190,000

About The Position

Eve is hiring an Enterprise Customer Success Manager to support plaintiff law firms using its AI-powered legal technology. The role focuses on driving adoption, retention, client satisfaction, and account growth across Eve’s suite of solutions. The manager will onboard firm teams, increase product utilization and engagement, demonstrate client value through case studies and new use cases, and relay client feedback to inform the product roadmap. The role involves managing complex client relationships and accounts across different practice areas and firm sizes, using legal-specific data and a consultative approach to address law firm challenges. Travel for client visits and industry events is expected as part of the role. The stated U.S. OTE range is $150,000–$190,000, including target sales bonuses and annual base salary; the range may be narrowed based on experience, qualifications, and location.

Requirements

• Comprehensive knowledge of law firm operations, compliance, and current legal-sector trends.
• Mastery of legal technology solutions, especially Eve’s products, and ability to explain complex concepts to non-technical professionals.
• Strong analytical skills, expertise in legal-specific metrics, and 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 ability to manage multiple accounts across different practice areas and firm sizes.
• Strong relationship-building skills and willingness to travel for client visits and industry events.

Nice To Haves

• Five or more years of Customer Success experience, ideally with mid-size to enterprise accounts, and a track record managing high-value relationships.
• Experience in legal technology and understanding of the needs of law firms and legal teams.
• Experience planning and managing a smaller book of business with $10M–$20M in ARR ownership.
• Experience managing large, complex accounts and executing strategic client success and growth initiatives.
• Strong understanding of SaaS industry dynamics, particularly in legal technology.

Responsibilities

• Drive high product adoption, client retention, and account expansion; target client satisfaction scores above 90% and a 15% year-over-year increase in average contract value through upsells and cross-sells.
• Onboard and enable law firm teams to use Eve within 90 days or less.
• Increase product utilization, including targeting 90% case/matter utilization, 90% user engagement growth within six months, and 75% adoption of key features.
• Generate at least five annual case studies showcasing return on investment and develop at least three new product use cases each year.
• Share client feedback to inform product roadmap development.
• Maintain client relationships through proactive engagement and support, targeting a retention rate of 90% or higher.
• Coordinate client success initiatives and communicate insights and solutions to law firm clients.
• Travel for client visits and industry events.

Benefits

• Competitive salary and equity.
• 401(k) program with employer matching.
• Health, dental, vision, and life insurance.
• Short-term and long-term disability coverage.
• Commuter benefits.
• Autonomous work environment.
• Workplace setup reimbursement.
• Telecomm stipend.
• Flexible Time Off (FTO) and holidays.
• Quarterly team gatherings.
• In-office perks for in-office employees.

What This Job Offers

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