Customer Success Manager (Enterprise Legal)

Everlaw is a company dedicated to promoting justice by illuminating the truth, and they are seeking a Customer Success Manager to support their Enterprise Legal customers. In this role, you will partner with large U.S. law firms to ensure they derive maximum value from Everlaw’s ediscovery platform, while building strong relationships and supporting onboarding and adoption efforts.

Responsibilities:

• Own retention and growth across your book of business, including renewals and opportunities to expand customer usage
• Build strong relationships with customer stakeholders, including day-to-day users, administrators, practice group leaders, and executive sponsors
• Help customers adopt Everlaw in ways that fit their workflows, business needs, and goals
• Lead regular check-in calls, success reviews, product demonstrations, and conversations about usage, business impact, and next steps
• Teach customers how to use Everlaw features and workflows effectively, including generative AI capabilities where relevant
• Identify risks early, solve problems proactively, and help strengthen long-term customer relationships
• Partner closely with Sales, User Education, Product, and Support to create a coordinated customer experience and support renewal and growth opportunities
• Serve as the main point of contact for your accounts and take ownership of helping customers achieve meaningful outcomes with Everlaw
• Contribute to the ongoing improvement of the Customer Success team by sharing feedback, documenting best practices, and supporting teammates as needed

Requirements:

• At least 4 years of experience in customer success with enterprise customers in either SAAS or consumption-based technology companies
• Industry experience in eDiscovery, legal tech, or software consulting is a plus
• Act as a trusted advisor and strategic partner, not a tactical order-taker
• Strong workflow expertise and change management experience
• Deep understanding of growth and adoption strategies
• Metrics- and outcomes-driven
• Use data to proactively manage your book of business
• Build annual account plans
• Prioritize call to actions (CTAs)
• Focus your time where it has the most impact
• Navigate complex customer organizational structures
• Develop multi-threaded champions throughout the organization
• Influence customer behavior
• Build high-trust relationships grounded in credibility, reliability, and low self-orientation
• Comfortable presenting business value and strategic insights to senior executives
• Lead complex or high-stakes conversations
• Bring confidence, composure, and executive presence while aligning internal and external stakeholders
• Strategic, analytical, and process-driven
• Manage multiple competing priorities
• Take proactive accountability for your role, deliverables, and development without the need for micro-management
• Exceptional communicator (verbal, written, and presentation)
• Thrive in a fast-paced environment that requires strong time-management skills, resilience, and adaptability
• Authorized to work in the United States