Senior Manager of Customer Success



Customer Service, Sales & Business Development
United States · Remote
Posted on Tuesday, April 16, 2024

EvenUp is seeking a dynamic and experienced Senior Manager of Customer Success to lead our customer success team. The Senior Manager of Customer Success will ensure our clients' success and satisfaction by providing exceptional support, guidance, and strategic direction. This role requires a strong leader with strong people and client management skills, and a passion for driving customer success.

What you'll do:

  • Lead and mentor one of our customer success teams (6-10 CSMs), providing guidance, support, and coaching to ensure high performance and professional growth.

  • Develop and implement strategies to drive platform utilization and customer satisfaction, leveraging data-driven insights and best practices.

  • Proactively identify opportunities for upselling and cross-selling additional services or features to existing clients.

  • Establish and maintain strong relationships with key clients, serving as a trusted advisor and advocate for their needs and priorities.

  • Collaborate cross-functionally with sales, product, and marketing teams to ensure a seamless customer experience.

  • Analyze customer feedback and data to identify trends, issues, and areas for improvement and develop action plans to address them.

  • Serve as the voice of the customer within the organization, advocating for their needs and influencing product development and enhancements.

  • Develop and maintain a deep understanding of EvenUp’s products, services, and industry trends to effectively support and advise clients.

  • Stay abreast of emerging technologies and best practices in customer success and apply them to enhance the customer experience and drive business results.

What we look for:

  • 5+ years of experience in customer success, account management, or a related field, with at least 2 years in a leadership role.

  • Strong leadership and management skills, with the ability to motivate and inspire a team.

  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders.

  • Strategic thinker with the ability to develop and execute customer success initiatives.

  • Ability to travel 1-2 weeks a month for client meetings or industry events, if required.

  • Experience working in a SaaS or technology-driven environment preferred.

  • Experience working in legal technology or experience in the legal profession preferred.

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 experience level. To that end, we offer:

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

  • Flexible paid time off and 10+ holidays per year

  • A stipend to upgrade your home office for fully remote roles

  • 401k for US-based employees

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.

About EvenUp:

EvenUp is a venture-backed generative AI startup that ensures injury victims are awarded the full value of their claims, expanding the $100B+ in awards granted to injury victims each year. Every year, the legal system has made it difficult for millions of ordinary people to seek justice, especially for folks without means or who come from underrepresented backgrounds. Our vision is to help these injury victims get the justice they deserve, irrespective of their income, demographics, or the quality of their legal representation.

EvenUp operates across a variety of personal injury cases, including motor vehicle accidents and negligence claims. Our ML-driven software empowers attorneys to accurately assess the value of these cases by doing a core part of their workflow (legal drafting), enabling them to secure larger settlements in record time. As EvenUp evaluates more cases, our proprietary data grows, enhancing the precision of our predictions and delivering more value to both attorneys and victims alike.

We are one of the fastest growing startups ($0 to $10M in ARR in <2 years) and are funded by some of the best investors in the world, including Signalfire, Bain, and Bessemer, who led our recent $50M Series B.