Strategic Customer Success Manager

7 Months ago • 5 Years +

Customer Service

Job Description

Eve is a leader in legal tech, providing AI-driven solutions for plaintiff attorneys to improve client outcomes. This role as a Strategic Customer Success Manager focuses on driving adoption of their cutting-edge technology, maximizing client value for law firms, and contributing to company growth. Responsibilities include ensuring high adoption and retention, onboarding clients efficiently, maximizing product utilization, demonstrating ROI through case studies, contributing to product development with client feedback, and maintaining high client retention rates through proactive engagement.

Good To Have:

Achieve client satisfaction scores above 90%
Drive 15% YoY increase in contract value
Achieve 90% Case/Matter utilization
Increase user engagement by 90%
Attain 75% adoption of key features
Generate 5+ annual case studies
Develop 3+ new product use cases
Achieve 90%+ retention rate
Mid-size to enterprise account management
Proven acumen managing $10M - $20M ARR
Experience with strategic initiatives

Must Have:

Drive client success and growth
Onboard clients within 90 days
Maximize product utilization
Demonstrate value and ROI
Maintain client relationships
Legal industry expertise
Technical proficiency in legal tech
Data analysis and reporting
Project management and communication
Problem-solving and adaptability
Networking and industry engagement
5+ years Customer Success experience
Legal tech experience
Manage large, complex accounts
Understand SaaS industry dynamics

Perks:

401(k) with Company Match
Comprehensive Health, Dental, and Vision Insurance
Unlimited Paid Time Off
Inclusive, collaborative, and innovation-driven work environment

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Company Overview:

Eve is an industry leader in legal tech, empowering plaintiff attorneys with AI-driven solutions to achieve better outcomes for their clients. Our core values—Excellence, Visionary Innovation, and Elevation—drive everything we do. We are committed to providing tools that transform the legal industry and support our clients' success at every step. Targeting a total addressable market (TAM) of over $500 billion, we are positioned at the forefront of a rapidly expanding industry.

Why Join Eve:

As a Strategic Customer Success Manager at Eve, you'll be at the forefront of transforming the legal industry. You will drive adoption of our cutting-edge technology, maximize value for law firm clients, and directly impact their success as well as our company's growth. This role offers the opportunity to elevate your career, tackle complex challenges, and shape the future of legal technology.

What You Will Accomplish:

Drive Client Success and Growth: Ensure high adoption, retention, and expansion of Eve's suite of solutions among law firm clients. Achieve and maintain client satisfaction scores above 90%, while driving a 15% year-over-year increase in average contract value through strategic upsells and cross-sells.
Onboarding: Enable teams at firms using Eve in 90 days or less.
Maximize Product Utilization: Achieve 90% Case/Matter utilization, increase user engagement by 90% within six months, and attain 75% adoption of key features.
Demonstrate Value: Generate 5+ annual case studies showcasing ROI. Develop 3+ new product use cases yearly.
Contribute to Product Evolution: Provide client feedback to inform product roadmap development.
Maintain Client Relationships: Achieve 90%+ retention rate through proactive engagement and support.

What We Are Looking For:

Legal Industry Expertise: Comprehensive knowledge of law firm operations, compliance, and current legal sector trends.
Technical Proficiency: Mastery of legal tech solutions, especially Eve's products, with the ability to explain complex concepts to non-technical professionals.
Data Analysis and Reporting: Strong analytical skills with expertise in legal-specific metrics and the ability to present insights effectively.
Project Management and Communication: Excellent project coordination and communication skills, with a consultative approach to solving law firm challenges.
Problem-Solving and Adaptability: Creative problem-solver capable of managing multiple accounts across various practice areas and firm sizes.
Networking and Industry Engagement: Strong relationship-building skills with a willingness to travel for client visits and industry events.

You Will Thrive in This Role If You Have:

5+ years of Customer Success experience, ideally with mid-size to enterprise accounts, with a proven ability to manage high-value relationships.
Solid experience in legal tech, understanding the unique needs of law firms and legal teams.
Proven acumen around planning and managing a smaller book of business, with $10M - $20M in ARR ownership.
Experience managing large, complex accounts and executing strategic initiatives for client success and growth.
Strong understanding of SaaS industry dynamics, particularly in legal technology.