Senior Customer Success Manager

Everlaw is seeking a Senior Customer Success Manager that demonstrates our company values of respect for users, process-driven growth, and attention to detail. As a CSM, you’ll build and nurture collaborative relationships with our clients to drive strong user adoption, customer satisfaction, and value, ensuring that they ultimately renew and grow their relationship with Everlaw. You’ll use your product expertise to coach and educate our clients on how to best leverage our product, consult on platform use and organizational adoption, and ensure that our clients are successful and delighted by their Everlaw experience. We are looking for a Senior Customer Success Manager who is passionate about customers and the ways in which they use technology to drive results and meet their goals. 

At Everlaw, our mission is to promote justice by illuminating the truth. Our company culture is open and democratic and we’re committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you’re looking for a place that values passion, integrity, thinking big, and a desire to learn, we’d love to hear from you! Think you’re missing some of the skills and are hesitant to apply? We do not believe in the ‘perfect’ candidate and encourage you to apply if you feel you can bring value to our team. 

This is a full-time, exempt position based in either Oakland office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr.

Getting started

• We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals. 
• We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1. You’ll work to become a product expert, helping you provide industry-leading coaching and training to improve adoption of Everlaw.

In your role, you'll...

• Be responsible for retention and revenue growth
• Deliver regular check-in calls, Quarterly Business or Success Reviews, and customer recognized Return on Investment (ROI)
• Monitor account health to identify growth opportunities, mitigate churn risk, and work proactively to expand your customer relationships
• Partner with Sales to ensure renewal and expansion opportunities are identified, worked, tracked and closed
• Advise customers on using Everlaw to improve workflows, outcomes, and team productivity 
• Demonstrate deep knowledge of Everlaw’s products while keeping up with industry trends and competitors 
• Become the primary point of contact, accountable to achieving customer’s target business outcomes with Everlaw 
• Manage the post-sales customer lifecycle, from onboarding, training, adoption, renewal, and expansion
• Contribute to the ongoing improvement of the Customer Success team by improving processes, designing new or updating existing motions, and building templates and tools to codify best practices 
• Act as a voice of the Customer by providing and synthesizing feedback for our Product team
• Track, manage, and drive resolution of escalations with client and internal resources
• Mentor early-in-career team members in your role as a customer’s solution expert, trusted advisor and advocate
• Proactively participate in marketing events, webinars, conferences as an expert level brand ambassador of Everlaw. Leverage every customer facing opportunity to generate customer awareness, discover and analyze pain points and solve problems

About you

• You have 8+ years of experience in customer success and a history with enterprise and strategic accounts (industry experience in eDiscovery or legal technology is a plus)
• You have deep understanding of growth and adoption strategies
• You are metrics and outcomes driven 
• You have experience using data to proactively manage your book of business and make the most of the time you spend with your customers
• You are comfortable presenting business value and strategic insights to senior executives
• You have experience influencing client decisions, negotiating renewals, and managing expectations, especially in complex or high-stakes situations
• You act as a trusted advisor to customers, understanding their business needs and proactively offering solutions to drive success and return on investment
• You are strategic, analytical, process driven, and can successfully manage multiple competing priorities at the same time.
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