Customer Success Manager, Mid-Market

EvenUp • San Francisco, CA, United States • $200k - $250k / year • 1m ago

EvenUp is on a mission to support injury law firms across America in providing a consistent and high standard of representation, ensuring that every injury victim who seeks their legal assistance can expect a fair resolution. We’ve helped thousands of victims get fair compensation by empowering their representation with best-in-class insights, automation, and document creation.

In the past 18 months, we scaled our customer base from 0→900+ for a SaaS product with our first CSM hired in Dec. 2022. We now have multiple teams of CSMs and are looking to bring on additional talent that can help develop customer engagement plans, execute customer growth initiatives, and provide daily customer support. Our expectation is that this individual will be focused on providing a positive customer experience and driving growth through gross renewals and net retention improvements. This role will have a very real impact on every customer decision we make, supporting growth efforts, product development, and of course, customers!

The role's portfolio will primarily comprise of 50-120 mid-market accounts.

What you'll do:

Champion Customer Happiness: Be the go-to advocate for your clients, ensuring their happiness, loyalty, and growth with EvenUp's services.
Navigate Relationships: Forge meaningful connections with your clients, from leadership to users, making the adoption of EvenUp's technology a breeze.
Communication Guru: Keep the communication lines open, clear, and always in sync with both external clients and internal teams.
Renewal Superstar: Own the entire contract renewal process, keeping your clients engaged while collaborating closely with EvenUp's sales and finance teams for win-win outcomes.
Goal Achievement Partner: Work hand in hand with your clients to establish and achieve vital goals and key performance indicators (KPIs), guaranteeing their ongoing and expanding success with EvenUp.
Platform Enthusiast: Drive adoption, effectiveness, and growth of our platform among your customers and end-users.
Strategic Guide: Document use cases, craft success plans, and advocate for your clients, influencing EvenUp's product development and roadmap.
Expand Possibilities: Leverage your expertise to broaden your clients' utilization of the EvenUp platform and find creative solutions.
Trusted Ally: Build trust and be a strategic advisor to your clients, delivering insights and value.
Stakeholder Networker: Foster and leverage relationships within your client organizations to drive adoption and support new opportunities, building a strong support network.
Escalation Guru: Handle client escalations with finesse, maintaining a speedy communication channel for service-related matters.
Revenue Accelerator: Identify upsell opportunities, explore new revenue streams, and collaborate closely with our Sales team.

What we look for:

Bachelor's degree (or equivalent) in a related field; MBA or JD is a plus.
Proven experience in customer success, account management, or a related role.Stellar problem-solving skills, a knack for creative solutions, and a proactive approach.
Exceptional interpersonal and communication skills.
Motivated to deliver outstanding customer experiences.
Familiarity with SaaS or service-oriented business models.
Experience in Legal Tech or working with Legal Professionals is a plus.
Ability to travel within the United States up to 25% is required.

Benefits & Perks:

Our goal is to empower every team member to contribute to our mission of fostering a more just world, regardless of their role, location, or level of experience. To that end, we offer:

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

About EvenUp:

EvenUp is a venture-backed generative AI startup that ensures injury victims are awarded the full value of their claims, expanding the $100B+ in awards granted to injury victims each year. Every year, the legal system has made it difficult for millions of ordinary people to seek justice, especially for folks without means or who come from underrepresented backgrounds. Our vision is to help these injury victims get the justice they deserve, irrespective of their income, demographics, or the quality of their legal representation.

EvenUp operates across a variety of personal injury cases, including motor vehicle accidents and negligence claims. Our AI-driven software empowers attorneys to accurately assess the value of these cases by doing a core part of their workflow (legal drafting), enabling them to secure larger settlements in record time. As EvenUp evaluates more cases, our proprietary data grows, enhancing the precision of our predictions and delivering more value to both attorneys and victims alike.