Manager, SMB Customer Success

EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more. We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at www.evenuplaw.com . We are looking for a Manager of SMB Customer Success to lead and grow our small but mighty SMB CS team. This is a player-coach role for someone who has built or scaled a digital-first, tech-touch customer success motion — and who knows how to drive retention and adoption at volume without sacrificing the customer experience. You'll inherit a team of 2–3 CSMs and be responsible for building the systems, playbooks, and automation infrastructure that allow a small team to manage a large book of business efficiently. This is not a high-touch, white-glove CS role — it's a scaled motion role, and the right person is energized by that challenge. What You'll Do Team Leadership Manage, coach, and develop a team of 2–3 SMB Customer Success Managers Build a performance culture grounded in clear metrics, regular feedback, and accountability Hire and onboard future team members as the SMB segment grows Digital & Scaled Motion Design Design and operationalize a digital-first CS motion that drives adoption, retention, and expansion across a high-volume SMB customer base Build and optimize automated lifecycle programs — onboarding sequences, health-based triggers, renewal campaigns, and re-engagement workflows — using tools like Salesforce, HubSpot, or equivalent Develop and maintain a library of digital touchpoints including in-app messaging, email nurture sequences, self-serve onboarding resources, and video content Identify where human intervention adds the most value and design the motion accordingly, protecting CSM time for the highest-impact moments Retention & Expansion Own GRR and NRR targets for the SMB segment Monitor customer health signals and ensure the team is proactively addressing risk before it becomes churn Partner with Account Managers to identify expansion and upsell opportunities within the SMB base Establish and track leading indicators that predict renewal outcomes 60–90 days in advance Operations & Reporting Build and maintain dashboards that give CS leadership real-time visibility into team performance, customer health, and segment-level risk Define and track the KPIs the team is measured against, including adoption milestones, health scores, renewal rates, and response SLAs Partner with CS Ops, Product, Support, and Marketing to continuously improve the digital customer experience What We're Looking For 5+ years of experience in Customer Success, with at least 2 years in an SMB or scaled/digital motion environment 1–2+ years of people management experience, including coaching and developing CSMs Proven track record of building or optimizing a tech-touch or digital CS motion — not just operating within one Deep familiarity with CS platforms (Vitally, ChurnZero, Totango, or equivalent) and how to use automation to drive outcomes at scale Strong analytical mindset — comfortable in data, building dashboards, and making decisions based on leading indicators Experience owning GRR/NRR metrics at the segment level Ability to think like a marketer: customer segmentation, lifecycle design, message sequencing, and engagement optimization Comfortable in a fast-paced, high-growth environment where the playbook is still being written US-based; no travel required Bonus Points Experience in legaltech, professional services, or a vertical SaaS environment Familiarity with AI-powered products and helping non-technical users adopt new workflows Background in customer marketing, lifecycle marketing, or growth 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, [email protected] or no‑[email protected] email addresses. 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: As part of our total rewards package, we offer attractive benefits and perks to our employees, including: Choice of medical, dental, and vision insurance plans for you and your family. Additional insurance coverage options for life, accident, or critical illness. Flexible paid time off, sick leave, short-term and long-term disability. 10 US observed holidays, and Canadian statutory holidays by province. A home office stipend. 401(k) for US-based employees and RRSP for Canada-based employees. Paid parental leave. A local in-person meet-up program. Hubs in San Francisco and Toronto. Please note the above benefits & perks are for full-time 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.