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Senior Customer Success Manager

everlaw.com Logo

Everlaw

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Location:
United States , Oakland, CA or New York City, NY

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

157000.00 - 199000.00 USD / Year
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Job Description:

As a Senior Customer Success Manager in the Strategic Corporate segment at Everlaw, you’ll serve as a strategic partner and trusted advisor to top corporations and their outside counsel. You’ll leverage deep workflow expertise and legal industry knowledge to help customers realize the full value of Everlaw, proactively guiding them through change management and enabling them to integrate our solutions into their core business strategies.

Job Responsibility:

  • Own net dollar retention and case growth across your strategic book of business
  • Become a trusted advisor to executive and practice group leaders, leveraging deep Fortune 500 workflow expertise to shape eDiscovery and GAI strategy
  • Confidently position and demo Everlaw, showcasing sub-segment–specific use cases and enabling customers to launch and refine workflows
  • Use change management skills to lead customers through the full journey, proactively driving feature adoption, closing assigned Calls to Action, shortening time-to-value
  • Lead regular check-ins, Business Reviews, and ROI conversations, clearly communicating complex concepts
  • Own account health, identifying growth opportunities, mitigating churn risk, and expanding relationships
  • Partner with Sales, Product, and Support to align stakeholders, surface and progress renewal and expansion opportunities
  • Serve as the primary point of contact accountable for customers’ business outcomes with Everlaw
  • Continuously improve the Customer Success function by refining processes, codifying best practices, and acting as both a voice of the customer and a mentor

Requirements:

  • At least 8 years of Customer Success experience with enterprise and strategic corporate customers, ideally in SaaS
  • Experience with in-house legal, legal operations, compliance, or risk teams at large, complex organizations (e.g., Fortune 500) is strongly preferred
  • Operate as a trusted advisor and strategic partner, not a reactive order-taker, by combining deep workflow knowledge with change-management expertise
  • Take a consultative, value-led approach to account growth, collaborating with Sales on account management exercises
  • Outcomes- and data-driven, leveraging usage metrics, health indicators, and customer insights
  • Excel at navigating complex corporate environments, engaging stakeholders across Legal, Legal Operations, IT / InfoSec, Procurement, and executive leadership
  • Comfortable presenting business value and strategic insights to senior leaders, including General Counsel, Legal Operations leaders, and other executives
  • Strategic, analytical, process-oriented, and able to manage competing priorities in a fast-paced environment
  • Exceptional communicator (verbally, in writing, and in presentations) and thrive in environments that demand strong time management, adaptability, and resilience
  • Authorized to work in the United States
What we offer:
  • 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
  • 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
  • Bond over company-wide out-of-the-box events and fun activities with your team
  • Take advantage of learning and career development opportunities

Additional Information:

Job Posted:
March 12, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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