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Manage complex high-value accounts, drive customer adoption, develop success plans, mitigate risks, advocate for customers, and mentor junior team members.
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The Strategic Customer Success Manager manages five strategic clients, fosters client relationships, drives renewals and expansions, and leads the team in customer success initiatives.
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Drive customer satisfaction through tailored strategies, manage key relationships, ensure product adoption, and identify growth opportunities.
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Company Overview:
Eve is an industry leader in legal tech, empowering plaintiff attorneys with AI-driven solutions to achieve better outcomes for their clients. Our core values—Excellence, Visionary Innovation, and Elevation—drive everything we do. We are committed to providing tools that transform the legal industry and support our clients' success at every step. Targeting a total addressable market (TAM) of over $500 billion, we are positioned at the forefront of a rapidly expanding industry.
Why Join Eve:
As a Strategic Customer Success Manager at Eve, you'll be at the forefront of transforming the legal industry. You will drive adoption of our cutting-edge technology, maximize value for law firm clients, and directly impact their success as well as our company's growth. This role offers the opportunity to elevate your career, tackle complex challenges, and shape the future of legal technology.
What You Will Accomplish:
- Drive Client Success and Growth: Ensure high adoption, retention, and expansion of Eve's suite of solutions among law firm clients. Achieve and maintain client satisfaction scores above 90%, while driving a 15% year-over-year increase in average contract value through strategic upsells and cross-sells.
- Onboarding: Enable teams at firms using Eve in 90 days or less.
- Maximize Product Utilization: Achieve 90% Case/Matter utilization, increase user engagement by 90% within six months, and attain 75% adoption of key features.
- Demonstrate Value: Generate 5+ annual case studies showcasing ROI. Develop 3+ new product use cases yearly.
- Contribute to Product Evolution: Provide client feedback to inform product roadmap development.
- Maintain Client Relationships: Achieve 90%+ retention rate through proactive engagement and support.
What We Are Looking For:
- Legal Industry Expertise: Comprehensive knowledge of law firm operations, compliance, and current legal sector trends.
- Technical Proficiency: Mastery of legal tech solutions, especially Eve's products, with the ability to explain complex concepts to non-technical professionals.
- Data Analysis and Reporting: Strong analytical skills with expertise in legal-specific metrics and the ability to present insights effectively.
- Project Management and Communication: Excellent project coordination and communication skills, with a consultative approach to solving law firm challenges.
- Problem-Solving and Adaptability: Creative problem-solver capable of managing multiple accounts across various practice areas and firm sizes.
- Networking and Industry Engagement: Strong relationship-building skills with a willingness to travel for client visits and industry events.
You Will Thrive in This Role If You Have:
- 5+ years of Customer Success experience, ideally with mid-size to enterprise accounts, with a proven ability to manage high-value relationships.
- Solid experience in legal tech, understanding the unique needs of law firms and legal teams.
- Proven acumen around planning and managing a smaller book of business, with $10M - $20M in ARR ownership.
- Experience managing large, complex accounts and executing strategic initiatives for client success and growth.
- Strong understanding of SaaS industry dynamics, particularly in legal technology.
Benefits:
- 401(k) with Company Match
- Comprehensive Health, Dental, and Vision Insurance
- Unlimited PTO for work-life balance
- An inclusive, collaborative, and innovation-driven work environment
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
