Senior Customer Success Manager

• Be responsible for net dollar retention and case growth across your strategic book of business
• Establish yourself as a trusted advisor and strategic partner to executive and practice group stakeholders
• Confidently apply Everlaw as a solution by demoing sub-segment–specific use cases and features
• Leverage change management expertise to guide customers through the full Customer Journey
• Lead and own regular check-in calls, Success Reviews, and customer-recognized ROI conversations
• Manage account health to identify growth opportunities, mitigate churn risk, and expand customer relationships
• Partner cross-functionally with Sales, Product, and Support
• Serve as the primary point of contact accountable for achieving customers’ target business outcomes with Everlaw
• Contribute to the ongoing improvement of the Customer Success team

• 8+ years of experience in customer success with enterprise and strategic accounts
• industry experience in eDiscovery, legal tech, or software consulting (especially with AmLaw 200 or large law firms) is a plus
• act as a trusted advisor and strategic partner, not a tactical order-taker, bringing strong workflow expertise and change management experience
• deep understanding of growth and adoption strategies, are metrics- and outcomes-driven, and use data to proactively manage your book of business
• navigate complex customer organizational structures, develop champions throughout the organization, and influence customer behavior
• comfortable presenting business value and strategic insights to senior executives and leading complex or high-stakes conversations
• strategic, analytical, and process-driven, able to manage multiple competing priorities
• exceptional communicator (verbal, written, and presentation) and thrive in a fast-paced environment that requires strong time-management skills, resilience, and adaptability
• authorized to work in the United States

industry experience in eDiscovery, legal tech, or software consulting (especially with AmLaw 200 or large law firms)

• 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