Customer Success Manager, SMB

EvenUp is one of the fastest-growing generative AI startups in history, on a mission to level the playing field for personal injury victims, which range from motor vehicle accidents to child abuse cases. Our products empower law firms to secure faster settlements, higher payouts, and better outcomes for those who need it most.

Our Customer Success Manager, SMB will oversee a portfolio of 150+ sole proprietor law firm accounts, balancing strategic engagement with scalability to deliver measurable customer outcomes. This role requires a strategic mindset and strong relationship management skills to address the unique needs of SMB customers. You will act as a trusted advisor, advocate for customers within EvenUp, and identify opportunities to expand our partnership with each customer.
What you'll do:

Proactive Account Management:

• Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform.

• Collaborate with internal teams to deliver value and resolve challenges promptly.

Strategic Partnership Development:

• Partner with customers to establish success metrics and ensure alignment with their business goals.

• Develop and execute tailored success plans for each customer, driving measurable outcomes.

Customer Advocacy and Success:

• Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users.

• Serve as the primary point of contact for all customer-related matters within your portfolio.

Renewal and Retention:

• Own the renewal process for your accounts, working to secure favorable outcomes for both EvenUp and the customer.

• Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively.

Revenue Growth:

• Identify and recommend upsell or cross-sell opportunities to drive additional value for customers.

• Collaborate with Sales to design customized proposals for cross-sell opportunities based on customer-specific needs.

Insights and Feedback:

• Document customer feedback, use cases, and success stories to inform internal product development and roadmap planning.

• Act as a voice of the customer in internal discussions to prioritize feature requests and improvements.

Operational Excellence:

• Ensure all customer interactions and account activities are tracked accurately in the CSP/CRM system.

• Provide regular updates on account health metrics and identify trends across your portfolio.

Team Collaboration:

• Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences.

• Share insights and best practices with the broader Customer Success team to enhance overall team performance.

What we look for:

Education and Experience:

• Bachelor’s degree in a related field

• 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with SMB customers.

• Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset.

Skills and Expertise:

• Proven ability to manage a portfolio of accounts and deliver exceptional results.

• Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges.

• Exceptional interpersonal, communication, and presentation abilities.

• Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing, is a strong advantage.

• Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track customer health metrics.

• Legal Tech or experience working with law firms is a strong plus.

Attributes:

• Highly organized, detail-oriented, and capable of managing competing priorities.

• Collaborative and team-oriented mindset.

• Motivated by achieving measurable customer outcomes and delivering value.

Notice to Candidates:

EvenUp has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team – please know that we have no affiliation or connection to these situations. We only post open roles on our career page (evenuplaw.com/careers) or reputable job boards like our official LinkedIn or Indeed pages, and all official EvenUp recruitment emails will come from the domains @evenuplaw.com, @evenup.ai, @ext-evenuplaw.com or [email protected] email address.

To ensure fairness and proper consideration, we do not accept resumes or expressions of interest via email or social media messages. If you’re interested in a role, please submit your application directly through our careers page.

If you receive communication from someone you believe is impersonating EvenUp, please report it to us at [email protected]. Examples of fraudulent domains include “careers-evenuplaw.com” and “careers-evenuplaws.com”.

Benefits & Perks:

Our goal is to empower every team member to contribute to our mission of fostering a more just world, regardless of their role, location, or level of experience. To that end, here is a preview of what we offer:

• Choice of medical, dental, and vision insurance plans for you and your family

• Flexible paid time off

• 10 US observed holidays, and Canadian statutory holidays by province

• A home office stipend

• 401(k) for US-based employees

• Paid parental leave

• Sabbatical program

• A meet-up program to get together in person with colleagues in your area

• Offices in San Francisco and Toronto

Please note the above benefits & perks are for full-time employees

About EvenUp:

EvenUp is on a mission to level the playing field in personal injury cases. EvenUp applies machine learning and its AI model known as Piai™ to reduce manual effort and maximize case outcomes across the personal injury value chain. Combining in-house human legal expertise with proprietary AI and software to analyze records. The Claims Intelligence Platform™ provides rich business insights, AI workflow automation, and best-in-class document creation for injury law firms. EvenUp is the trusted partner of personal injury law firms. Backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures (BCV), SignalFire, NFX, DCM, and more, EvenUp’s customers range from top trial attorneys to America’s largest personal injury firms. EvenUp was founded in late 2019 and is headquartered in San Francisco. Learn more at www.evenuplaw.com.

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.