EvenUp is hiring a Customer Success Manager, SMB to manage a high-volume portfolio of 150+ sole proprietor law firm accounts, balancing strategic engagement with scalable processes. At EvenUp, we are mission-driven to close the justice gap using technology and AI in a fast-growing, collaborative environment.
What You'll Do
- Conduct regular check-ins, business reviews, and adoption analyses to ensure full platform leverage.
- Partner with customers to establish success metrics and develop tailored plans for measurable outcomes.
- Build and maintain strong relationships with key stakeholders, from firm leadership to end-users.
- Serve as the primary point of contact and own the renewal process for your portfolio.
- Analyze and mitigate risks to customer retention by proactively addressing concerns.
- Identify and recommend upsell or cross-sell opportunities, collaborating with Sales on custom proposals.
- Document customer feedback and use cases to inform product development and roadmap planning.
- Act as the voice of the customer in internal discussions to prioritize features.
- Ensure all interactions and account activities are tracked accurately in the CSP/CRM system.
- Provide regular updates on account health metrics and portfolio trends.
- Partner with cross-functional teams to deliver seamless customer experiences.
- Share insights and best practices with the broader Customer Success team.
What We're Looking For
- Bachelor’s degree in a related field.
- 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role.
- Experience in a fast-paced, high-growth startup environment, balancing competing priorities.
- Proven ability to manage a portfolio of accounts and deliver exceptional results.
- Strong problem-solving and critical-thinking skills with a proactive approach.
- Exceptional interpersonal, communication, and presentation abilities.
- Experience leveraging Customer Success Platforms (CSPs) and CRM systems to manage portfolios.
- Highly organized, detail-oriented, and capable of managing competing priorities.
- Collaborative and team-oriented mindset.
- Motivated by achieving measurable customer outcomes and delivering value.
Nice to Have
- Experience with SMB customers.
- Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing.
- Legal Tech or experience working with law firms.
Technical Stack
- CSP (Customer Success Platform)
- CRM system
Team & Environment
You will partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences.
Benefits & Compensation
- 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.
Work Mode
This is a hybrid position based in San Francisco or Toronto.
EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
