Customer Success Manager, SMB

EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more.

We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at www.evenuplaw.com.

Our Customer Success Manager, SMB will oversee a portfolio of 150+ sole proprietor law firm accounts, balancing strategic engagement with scalability to deliver measurable customer outcomes. This role requires a strategic mindset and strong relationship management skills to address the unique needs of SMB customers. You will act as a trusted advisor, advocate for customers within EvenUp, and identify opportunities to expand our partnership with each customer.

What you'll do:

Proactive Account Management:

• Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform.
• Collaborate with internal teams to deliver value and resolve challenges promptly.

Strategic Partnership Development:

• Partner with customers to establish success metrics and ensure alignment with their business goals.
• Develop and execute tailored success plans for each customer, driving measurable outcomes.

Customer Advocacy and Success:

• Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users.
• Serve as the primary point of contact for all customer-related matters within your portfolio.

Renewal and Retention:

• Own the renewal process for your accounts, working to secure favorable outcomes for both EvenUp and the customer.
• Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively.

Revenue Growth:

• Identify and recommend upsell or cross-sell opportunities to drive additional value for customers.
• Collaborate with Sales to design customized proposals for cross-sell opportunities based on customer-specific needs.

Insights and Feedback:

• Document customer feedback, use cases, and success stories to inform internal product development and roadmap planning.
• Act as a voice of the customer in internal discussions to prioritize feature requests and improvements.

Operational Excellence:

• Ensure all customer interactions and account activities are tracked accurately in the CSP/CRM system.
• Provide regular updates on account health metrics and identify trends across your portfolio.

Team Collaboration:

• Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences.
• Share insights and best practices with the broader Customer Success team to enhance overall team performance.

What we look for:

Education and Experience:

• Bachelor’s degree in a related field
• 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with SMB customers.
• Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset.

Skills and Expertise:

• Proven ability to manage a portfolio of accounts and deliver exceptional results.
• Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges.
• Exceptional interpersonal, communication, and presentation abilities.
• Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing, is a strong advantage.
• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track customer health metrics.
• Legal Tech or experience working with law firms is a strong plus.

Attributes:

• Highly organized, detail-oriented, and capable of managing competing priorities.
• Collaborative and team-oriented mindset.
• Motivated by achieving measurable customer outcomes and delivering value.