Customer Success Manager (Mid-Market)

• The Customer Success Manager, Mid-market will oversee a portfolio of ~70 mid-sized law firm accounts, balancing strategic engagement with scalability to deliver measurable customer outcomes. This role requires a strategic mindset, technological fluency, and strong relationship management skills spanning senior stakeholders and individual users. You will act as a trusted advisor, advocate for customers within EvenUp, and identify opportunities to expand our partnership with each customer
• Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform
• Partner with customers to establish success metrics and ensure alignment with their business goals
• Develop and execute tailored success plans for user groups within each customer, driving measurable outcomes and engaging directly with the EvenUp platform
• Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users
• Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively
• 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
• 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
• Provide regular updates on account health metrics and identify trends across your portfolio
• 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

Benefits

• Flexible working hours to match your style
• Offsites - get to meet your coworkers on a fully-expenses trip ever 6-12 months
• A variety of virtual team events such as game nights & happy hours
• Choice of medical, dental, and vision insurance plans for you and your family
• Flexible paid time off and 10+ holidays per year
• A stipend to upgrade your home office for fully-remote roles
• 401k for US-based employees

• Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges
• Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset
• Highly organized, detail-oriented, and capable of managing competing priorities
• Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing, is a strong advantage
• Proven ability to manage a portfolio of accounts and deliver exceptional results
• Exceptional interpersonal, communication, and presentation abilities
• Collaborative and team-oriented mindset
• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track customer health metrics
• Motivated by achieving measurable customer outcomes and delivering value
• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with mid-market customers
• Legal Tech or experience working with law firms is a strong plus