Manager, SMB Customer Success

EvenUp is on a mission to close the justice gap using technology and AI. They are seeking a Manager of SMB Customer Success to lead and grow their SMB Customer Success team, focusing on driving retention and adoption through a digital-first approach.

Responsibilities:

• Manage, coach, and develop a team of 2–3 SMB Customer Success Managers
• Build a performance culture grounded in clear metrics, regular feedback, and accountability
• Hire and onboard future team members as the SMB segment grows
• Design and operationalize a digital-first CS motion that drives adoption, retention, and expansion across a high-volume SMB customer base
• Build and optimize automated lifecycle programs — onboarding sequences, health-based triggers, renewal campaigns, and re-engagement workflows — using tools like Salesforce, HubSpot, or equivalent
• Develop and maintain a library of digital touchpoints including in-app messaging, email nurture sequences, self-serve onboarding resources, and video content
• Identify where human intervention adds the most value and design the motion accordingly, protecting CSM time for the highest-impact moments
• Own GRR and NRR targets for the SMB segment
• Monitor customer health signals and ensure the team is proactively addressing risk before it becomes churn
• Partner with Account Managers to identify expansion and upsell opportunities within the SMB base
• Establish and track leading indicators that predict renewal outcomes 60–90 days in advance
• Build and maintain dashboards that give CS leadership real-time visibility into team performance, customer health, and segment-level risk
• Define and track the KPIs the team is measured against, including adoption milestones, health scores, renewal rates, and response SLAs
• Partner with CS Ops, Product, Support, and Marketing to continuously improve the digital customer experience

Requirements:

• 5+ years of experience in Customer Success, with at least 2 years in an SMB or scaled/digital motion environment
• 1–2+ years of people management experience, including coaching and developing CSMs
• Proven track record of building or optimizing a tech-touch or digital CS motion — not just operating within one
• Deep familiarity with CS platforms (Vitally, ChurnZero, Totango, or equivalent) and how to use automation to drive outcomes at scale
• Strong analytical mindset — comfortable in data, building dashboards, and making decisions based on leading indicators
• Experience owning GRR/NRR metrics at the segment level
• Ability to think like a marketer: customer segmentation, lifecycle design, message sequencing, and engagement optimization
• Comfortable in a fast-paced, high-growth environment where the playbook is still being written
• US-based; no travel required
• Experience in legaltech, professional services, or a vertical SaaS environment
• Familiarity with AI-powered products and helping non-technical users adopt new workflows
• Background in customer marketing, lifecycle marketing, or growth