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Everlaw Logo Everlaw · IT - Administration

Senior Manager, Customer Success (Enterprise Legal)

United States, Oakland 163000.00 - 207000.00 USD / Year · Job Posted March 22, 2026
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Job Description

Everlaw is seeking an experienced Sr. Manager of Customer Success that meaningfully contributes toward establishing a best in class Customer Leadership Team, delivers on results, and helps define and implement effective consumption-based customer success for the technology industry. You’ll embody our company values of mutual respect, egoless communication, a drive to set a higher bar, and a relentless focus on the client experience.

Job Responsibility

  • Lead a team of Customer Success Managers and Customer Success Associates responsible for the entire post-sale client experience in our Legal Enterprise segment
  • Develop a team that provides an industry leading customer experience by partnering with clients on the segment-specific best practices for using Everlaw within their technology stack, managing escalations, and helping customers realize the full value of their investment in Everlaw
  • Deeply collaborate across the company, partnering with Sales, Business Development, Product, Engineering, Finance, Marketing and the rest of the Customer Experience organization (including Support and User Education) to ensure a value-driven user experience
  • Build, coach and manage a team of 7-8 Customer Success Managers and Customer Success Associates who are workflow experts, driving adoption and value through trusted partnership
  • Lead meaningful one-on-ones with your team, providing actionable guidance, thoughtful feedback, and supporting individual career growth goals
  • Develop a Customer Success roadmap for the Legal Enterprise segment, and then secure team enablement and implement processes to deliver the required outcomes
  • Create long-lasting, deep and strategic relationships with customers
  • Identify, track, innovate and deliver on customer metrics including case growth rate (NCR), net dollar retention (ARR), customer success qualified leads (CSQLs) and Moments that Matter (MtM) call to actions (CTAs)
  • Develop a strong relationship with Product and Engineering teams to drive product improvements from customer and team feedback
  • Autonomously collaborate cross-functionally to design and improve processes and drive an industry-leading customer experience
  • Inspire, enable and develop your team to be Trusted Advisors and strategic workflow consultants

Requirements

  • At least 4 years of experience leading Customer Success or post‑sales teams in a SaaS environment, including direct people management, owning a book of business, and driving retention, expansion, and customer ROI
  • Strategic operator who can define a clear vision for your segment, translate it into concrete plans and goals, and adjust quickly based on data, risks, and changing customer needs
  • Strong people leader who develops talent to work largely autonomously: you coach, delegate thoughtfully, practice situational leadership, and provide direct, timely feedback while holding your team accountable to commitments to customers, Customer Success, and Everlaw
  • Champion diversity, equity, inclusion, and belonging in how you lead, make decisions, and build teams, ensuring every person has fair opportunities, feels welcomed, and is respected
  • Role model Everlaw’s standards and values, including in‑office expectations, meeting engagement, and cross‑functional collaboration, and you bring unwavering integrity to how you show up for your team and customers
  • Communicate with clarity, confidence and influence in writing, in presentations, and in conversation, proactively managing up and across to share status, surface risks, and build alignment with stakeholders
  • Deeply customer‑centric: you build credible, trusted, long‑term relationships, partner strategically to understand requirements, and proactively drive value, outcomes, and adoption across your portfolio
  • Consistently drive results, using data and insight to prioritize, make decisions, and execute in service of Everlaw’s growth and your customers’ success
  • Critical and innovative thinker who isn’t afraid to move quickly on customer and stakeholder expectations, while maintaining a thoughtful plan of action and clear rationale behind your decisions

Nice to have

  • Experience working in LegalTech or SaaS
  • Flexibility to travel to spend time with customers and team members
  • Authorized to work in the United States

What we offer

  • Medical, dental, and vision
  • Wellness program
  • Paid parental leave
  • Professional development
  • Fully stocked kitchen
  • Equity program
  • 401(k) retirement plan with company matching
  • Flexible Spending Accounts for health and dependent care expenses
  • Approximately 10 days (80 hours) per year of sick leave
  • Seventeen paid vacation days plus 11 federal holidays
  • 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
  • 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
  • Wide variety of snacks and beverages in the office
  • Company-wide out-of-the-box events and fun activities with your team
  • Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
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everlaw.com Logo
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