Customer Success Manager

About Eve Eve is redefining legal technology for plaintiff law firms, and we're building the team that will take us there. We help firms handle more cases, recover more for clients, and grow with AI that works across every stage of a case, from intake through resolution. The next generation of great plaintiff firms will be AI-Native, and Eve is how they get there. But what makes Eve different isn't just the product. It's how we build it. If you're someone who takes ownership, stays curious, and wants to build AI that's already changing how law is practiced, this is where you belong. Product-market fit: Eve is trusted by over 1000+ law firms, and we’re growing fast. Backed by top investors: We’ve raised over $160M from world-class partners including Spark Capital, Andreessen Horowitz(A16z), Menlo Ventures, and Lightspeed. Built by a world-class team: Engineers, designers, and operators from places like Scale, Meta, Airbnb, Cruise, Square, Rubrik, and Lyft are building Eve from the ground up. AI-Native from day one: We’re on the bleeding edge of AI, collaborating directly with teams at OpenAI and Anthropic to build best-in-class AI workflows tailored for legal work. Explosive growth: We are growing 2X revenue Quarter over Quarter. What You'll Do: 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're 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 ability to explain complex concepts to non-technical professionals. Data Analysis and Reporting: Strong analytical skills with expertise in legal-specific metrics and 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 willingness to travel for client visits and industry events. Preferred Qualifications: 5+ years of Customer Success experience, ideally working with mid-size and enterprise accounts A strong understanding of legal tech or SaaS industry (experience in legal tech is a plus). Proven acumen around planning and managing a large book of business in a fast-paced environment. Excellent communication skills and the ability to present complex information across various stakeholders. An Eagerness to learn, adapt, and bring creative solutions to client needs The range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales bonuses target and annual base salary for the role. Final compensation will be determined based on a variety of factors, including but not limited to relevant experience, skills, interview performance, and the scope and level of the role and candidate. US Base Salary Range $120,000 — $165,000 USD Benefits 💰 Competitive Salary & Equity 💹 401(k) Program with Employer Matching ⚕️ Health, Dental, Vision and Life Insurance 🩼 Short Term and Long Term Disability 🚗 Commuter Benefits* 🧑‍💻 Autonomous Work Environment 🖥️ Workplace Setup Reimbursement 🏠 Telecomm Stipend 🏝 Flexible Time Off (FTO) + Holidays 🚀 Quarterly Team Gatherings 🥪 In office Perks* *In office employees only Eve Legal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to your recruiter. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.