Customer Success Manager, Mid-Market

Location: Los Angeles · Austin · Chicago · Miami · Boston · Philadelphia · Detroit

EvenUp | No comp given

Steph's Notes:

This role will have a very real impact on every customer decision we make, supporting growth efforts, product development, and of course, customers!

LOL, of course supporting actual customers comes last.

As for the rest of the job description, I'll take "What job description was written by AI?" for $800, Alex.

Still just vibes, still a BINGO.

Original Job Description: Customer Success Manager, Mid-Market

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 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

Please note the above benefits & perks are for full-time employees

About EvenUp:

EvenUp is on a mission to level the playing field in personal injury cases. EvenUp applies machine learning and its AI model known as Piai™ to reduce manual effort and maximize case outcomes across the personal injury value chain. Combining in-house human legal expertise with proprietary AI and software to analyze records. The Claims Intelligence Platform™ provides rich business insights, AI workflow automation, and best-in-class document creation for injury law firms. EvenUp is the trusted partner of personal injury law firms. Backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures (BCV), SignalFire, NFX, DCM, and more, EvenUp’s customers range from top trial attorneys to America’s largest personal injury firms. EvenUp was founded in late 2019 and is headquartered in San Francisco. Learn more at www.evenuplaw.com.

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.