Enterprise Customer Success Manager

EvenUp, a fast-growing legal tech startup, as an Enterprise Customer Success Manager. In this role, you will oversee a portfolio of 25-30 large law firm accounts, focusing on strategic partnerships and user-level engagement. You will act as a trusted advisor, advocate for customers, and help them maximize the value they see from our platform.

Responsibilities

• You will also collaborate with internal teams, define success metrics, develop account plans, and build strong relationships with senior stakeholders.
• Additionally, you will own the renewal process, identify risks to customer retention, and support strategic upsell and cross-sell opportunities.
• Oversee a portfolio of 25-30 large law firm accounts, focusing on deep, strategic partnerships and user-level engagement to deliver measurable customer outcomes.
• Conduct executive-level business reviews and deliver adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform.
• Collaborate with internal teams to deliver tailored value, and resolve complex challenges promptly, while proactively identifying risks to customer retention.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with a focus on enterprise customers
• Motivated by achieving measurable customer outcomes and delivering value at scale
• Collaborative and team-oriented mindset, with the ability to influence cross-functional teams
• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track enterprise customer health metrics
• Highly strategic, organized, and capable of managing competing priorities within enterprise environments
• Ability to travel within the U.S. up to 40-50%
• Bachelor’s degree in a related field; MBA or JD is a strong plus
• Ability to facilitate and manage multiple internal stakeholders for each account, as well as drive specific usage at the individual level
• Proven ability to manage a portfolio of enterprise accounts and deliver exceptional results
• Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset
• Exceptional interpersonal, communication, and presentation abilities, especially with executive audiences
• Strong problem-solving, critical-thinking, and negotiation skills with a proactive approach to customer challenges
• This role requires a strategic mindset, exceptional relationship management skills, technological fluency and a proven track record in influencing senior-level stakeholders as well as driving individual/user-level behavior

Preferred

• Familiarity with SaaS business models, particularly recurring revenue and complex account structures, is a strong advantage
• Legal Tech or experience working with large law firms is a significant plus

Pay

USD 150,000 - 180,000