Senior Manager, Customer Success
Job Description
- Manage a team of CSMs to deliver monthly and quarterly goals
- Provide leadership and direction to a high-performance team – including hiring, training, and pace setting
- Develop specific and targeted goals for contributors on your team to help them grow and develop
- Find innovative and creative ways to improve and increase performance
- Develop and maintain a deep understanding of EvenUp’s products, services, and industry
- Execute, iterate and improve on customer engagements – intro calls, QBRs, renewals, roadmap demos – to develop best practices that scale
- Support consistent and consultative enablement and client success processes
- Directly manage and resolve customer escalations
- Take an entrepreneurial approach to the role, working collaboratively with the rest of the leadership team to get things done
- Choice of medical, dental, and vision insurance plans for you and your family
- Additional insurance coverage options for life, accident, or critical illness
- Flexible paid time off, sick leave, short-term and long-term disability
- 10 US observed holidays, and Canadian statutory holidays by province
- A home office stipend
- 401(k) for US-based employees and RRSP for Canada-based employees
- Paid parental leave
- A local in-person meet-up program
- Hubs in San Francisco and Toronto
Location
Remote-US
Employment Type
Full time
Location Type
Remote
Department
Customer Success
Compensation
- $140K – $150K • Offers Equity • Offers Commission • There is an additional 40% variable component
The salary range provided reflects the compensation that EvenUp reasonably expects to offer for this role. The specific salary within this range will be determined based on various factors, including the candidate's relevant experience, education, skills, location, and alignment with the role's responsibilities.
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
.
We’re looking for an action-oriented, growth-minded senior manager with a proven track record of success to lead a Customer Success Manager (CSM) team. As a first line manager, you will coach and develop Enterprise CSMs focused on a customer segment. You will lead your team to meet their NDR targets and personal objectives. You will be responsible for developing multiple employees for promotion in this fast growing company.
You will report to our Director of Customer Success Management and work closely with our Customer Success leadership team.
What you'll do:
- Manage a team of CSMs to deliver monthly and quarterly goals
- Provide leadership and direction to a high-performance team – including hiring, training, and pace setting
- Develop specific and targeted goals for contributors on your team to help them grow and develop
- Find innovative and creative ways to improve and increase performance
- Develop and maintain a deep understanding of EvenUp’s products, services, and industry
- Execute, iterate and improve on customer engagements – intro calls, QBRs, renewals, roadmap demos – to develop best practices that scale
- Support consistent and consultative enablement and client success processes
- Directly manage and resolve customer escalations
- Take an entrepreneurial approach to the role, working collaboratively with the rest of the leadership team to get things done
What we look for:
- 5+ years of experience in customer success
- 1+ year of experience in a first line manager role in Customer Success
- Previous experience as a top-performing CSM or Account Manager
- Proven leadership skills, people management skills
- Highly effective communicator with good people instincts - able to build trust and work well with a diverse group inside and outside the company
- Eager for a very hands-on role, where you’ll be asked to take on and run with a range of projects outside your comfort zone, and learn quickly
- Highly organized, self-motivated and detail-oriented, with great follow-through on projects / tasks big and small
- High integrity individual who’s enthusiastic about building a great company for the long term
- Ability to travel 1-2 weeks a month for client meetings or industry events, if required
Benefits & Perks:
As part of our total rewards package, we offer attractive benefits and perks to our employees, including:
- Choice of medical, dental, and vision insurance plans for you and your family
- Additional insurance coverage options for life, accident, or critical illness
- Flexible paid time off, sick leave, short-term and long-term disability
- 10 US observed holidays, and Canadian statutory holidays by province
- A home office stipend
- 401(k) for US-based employees and RRSP for Canada-based employees
- Paid parental leave
- A local in-person meet-up program
- Hubs in San Francisco and Toronto
Please note the above benefits & perks are for full-time employees
EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
