Enterprise Customer Success Manager

Role Overview

• Regularly conduct executive-level business reviews and deliver adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform.
• Collaborate with internal teams to deliver tailored value and resolve complex challenges promptly.
• Partner with customers to define success metrics and align with their long-term business objectives.
• Develop and execute tailored account plans for each customer, driving measurable outcomes and ensuring mutual success.
• Build and nurture strong relationships with senior stakeholders and decision-makers, including firm leadership and department heads.
• Serve as the primary point of contact for all customer-related matters within your portfolio.
• Own the renewal process for your accounts, working to secure favorable outcomes for both EvenUp and the customer.
• Proactively identify risks to customer retention and create mitigation strategies to ensure continued success.
• Identify, recommend, and support strategic upsell and cross-sell opportunities to deepen customer value.
• Partner with Sales to design customized proposals and solutions that align with customer-specific goals.
• Document customer feedback, enterprise-level use cases, and success stories to inform internal product development and roadmap planning.
• Advocate for enterprise customer needs in internal discussions, helping prioritize high-impact features and enhancements.
• Ensure all customer interactions and account activities are meticulously tracked in the CSP/CRM system.
• Provide regular updates on account health metrics and identify key trends across your portfolio.
• Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless and customized customer experiences.
• Share enterprise-specific insights and best practices with the broader Customer Success team to elevate overall team performance.

Requirements

• Bachelor’s degree in a related field; MBA or JD is a strong plus.
• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with a focus on enterprise customers.
• Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset.
• Proven ability to manage a portfolio of enterprise accounts and deliver exceptional results.
• Ability to facilitate and manage multiple internal stakeholders for each account.
• Strong problem-solving, critical-thinking, and negotiation skills with a proactive approach to customer challenges.
• Exceptional interpersonal, communication, and presentation abilities, especially with executive audiences.
• Familiarity with SaaS business models, particularly recurring revenue and complex account structures, is a strong advantage.
• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track enterprise customer health metrics.
• Legal Tech or experience working with large law firms is a significant plus.

Benefits

• 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.