Senior Customer Success Manager (Strategic Legal)

Everlaw•New York, NY

3d•Hybrid

About The Position

As a Senior Customer Success Manager in the Strategic Legal segment at Everlaw, you’ll serve as a strategic partner and trusted advisor to top US (AmLaw 200) and Canadian law firms. You’ll leverage deep workflow expertise and legal industry knowledge to help customers realize the full value of Everlaw, proactively guiding them through change management and enabling them to integrate our solutions into their core business strategies. With a focus on building high-trust relationships, you’ll demonstrate credibility, reliability, and a consultative approach—ensuring customer success, driving adoption, and delivering measurable results. If you are passionate about empowering customers, thrive in dynamic environments, and are committed to doing what’s right for both clients and Everlaw, we encourage you to join our mission to promote justice by illuminating the truth. At Everlaw, our mission is to promote justice by illuminating the truth. Our company culture is open and democratic and we’re committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you’re looking for a place that values passion, integrity, thinking big, and a desire to learn, we’d love to hear from you! Think you’re missing some of the skills and are hesitant to apply? We do not believe in the ‘perfect’ candidate and encourage you to apply if you feel you can bring value to our team. This is a full-time, exempt position based in our New York City office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr. Getting started We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals. We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1. You’ll work to become a product expert, helping you provide industry-leading coaching and training to improve adoption of Everlaw.

Requirements

You have 8+ years of experience in customer success with enterprise and strategic accounts; industry experience in eDiscovery, legal tech, or software consulting (especially with AmLaw 200 or large law firms) is a plus.
You act as a trusted advisor and strategic partner, not a tactical order-taker, bringing strong workflow expertise and change management experience to help customers apply Everlaw as a solution and successfully adopt new ways of working.
You have a deep understanding of growth and adoption strategies, are metrics- and outcomes-driven, and use data to proactively manage your book of business, prioritize CTAs, and focus your time where it has the most impact.
You can navigate complex customer organizational structures, develop champions throughout the organization, and influence customer behavior, building high-trust relationships grounded in credibility, reliability, and low self-orientation.
You are comfortable presenting business value and strategic insights to senior executives and leading complex or high-stakes conversations, bringing confidence, composure, and executive presence while aligning internal and external stakeholders.
You are strategic, analytical, and process-driven, able to manage multiple competing priorities while taking proactive accountability for your role, deliverables, and development without the need for micro-management.
You are an exceptional communicator (verbal, written, and presentation) and thrive in a fast-paced environment that requires strong time-management skills, resilience, and adaptability.
You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions

Nice To Haves

industry experience in eDiscovery, legal tech, or software consulting (especially with AmLaw 200 or large law firms) is a plus.

Responsibilities

Be responsible for net dollar retention and case growth across your strategic book of business.
Establish yourself as a trusted advisor and strategic partner to executive and practice group stakeholders, leveraging deep sub-segment and workflow expertise (AmLaw 200 and Canadian firms) to influence eDiscovery and GAI strategy and integrate Everlaw into top-level firm initiatives.
Confidently apply Everlaw as a solution by demoing sub-segment–specific use cases and features, enabling users to launch and refine starter workflows that drive measurable adoption, utilization, and value.
Leverage change management expertise to guide customers through the full Customer Journey, proactively driving feature adoption, closing out assigned CTAs, shortening time-to-value, and ensuring we do the right thing for both our customers and Everlaw.
Lead and own regular check-in calls, Success Reviews, and customer-recognized ROI conversations, clearly communicating complex concepts in verbal, written, and presentation formats.
Manage account health to identify growth opportunities, mitigate churn risk, and expand customer relationships through high credibility, reliability, and personal trust.
Partner cross-functionally with Sales, Product, and Support to align stakeholders, ensure renewal and expansion opportunities are identified, worked, tracked, and closed, and demonstrate strong executive presence with internal and external leaders.
Serve as the primary point of contact accountable for achieving customers’ target business outcomes with Everlaw, operating with proactive ownership, a growth and value mindset, and minimal need for micro-management.
Contribute to the ongoing improvement of the Customer Success team by refining processes and motions, codifying best practices, and serving as both a voice of the Customer and a mentor to early-in-career team members.

Benefits

Equity program
401(k) retirement plan with company matching
Health, dental, and vision
Flexible Spending Accounts for health and dependent care expenses
Paid parental leave and approximately 10 days (80 hours) per year of sick leave
Seventeen paid vacation days plus 11 federal holidays
Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
Membership to Modern Health to help employees prioritize mental health and wellness
Annual allocation for Learning & Development opportunities and applicable professional membership dues
Company-sponsored life and disability insurance