Customer Success Manager (Enterprise Legal)

• 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

• You have 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
• You act as a trusted advisor and strategic partner, not a tactical order-taker, bringing strong workflow expertise and change management experience to help customers apply Everlaw as a solution and successfully adopt new ways of working
• You have a deep understanding of growth and adoption strategies, are metrics- and outcomes-driven, use data to proactively manage your book of business, build annual account plans, prioritize call to actions (CTAs), and focus your time where it has the most impact
• You can navigate complex customer organizational structures, develop multi-threaded champions throughout the organization, and influence customer behavior, building high-trust relationships grounded in credibility, reliability, and low self-orientation
• You are comfortable presenting business value and strategic insights to senior executives and leading complex or high-stakes conversations, bringing confidence, composure, and executive presence while aligning internal and external stakeholders
• You are strategic, analytical, and process-driven, able to manage multiple competing priorities while taking proactive accountability for your role, deliverables, and development without the need for micro-management
• You are an exceptional communicator (verbal, written, and presentation) and thrive in a fast-paced environment that requires strong time-management skills, resilience, and adaptability
• You are authorized to work in the United States
• please note that at this time, Everlaw is not sponsoring visas for any positions

industry experience in eDiscovery, legal tech, or software consulting

• medical
• dental
• wellness program
• paid parental leave
• professional development
• fully stocked kitchen
• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care expenses
• Paid parental leave and approximately 10 days (80 hours) per year of sick leave
• Seventeen paid vacation days plus 11 federal holidays
• Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
• Membership to Modern Health to help employees prioritize mental health and wellness
• Annual allocation for Learning & Development opportunities and applicable professional membership dues
• Company-sponsored life and disability insurance
• Work in Uptown Oakland, CA or Midtown New York City
• Flexible work-from-home days on Tuesdays and Fridays
• Monthly home internet reimbursement
• Select your preference of hardware (Mac or PC) and customize your desk setup
• Enjoy a wide variety of snacks and beverages in the office