Enterprise Customer Success Manager

EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more.

We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at www.evenuplaw.com.

EvenUp is looking for an Enterprise Customer Success Manager to oversee a portfolio of 25-30 large law firm accounts, focusing on deep, strategic partnerships and user-level engagement to deliver measurable customer outcomes. This role requires a strategic mindset, exceptional relationship management skills, technological fluency and a proven track record in influencing senior-level stakeholders as well as driving individual/user-level behavior. You will act as a trusted advisor, advocate for customers within EvenUp, and help each customer maximize the value they see from our platform.

What you’ll do:

• 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 user groups and customers, driving measurable outcomes and engaging with the EU platform directly.

• 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.

• 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, as well as driving specific usage at the individual level.

• 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.

• Highly strategic, organized, and capable of managing competing priorities within enterprise environments.

• Collaborative and team-oriented mindset, with the ability to influence cross-functional teams.

• Motivated by achieving measurable customer outcomes and delivering value at scale.

• Ability to travel within the U.S. up to 40-50%.