Customer Success Manager I
Everlaw is seeking a Customer Success Manager I to join their team in New York City or Oakland, CA. This role involves partnering with plaintiff U.S. law firms, from small and mid-market practices to select enterprise accounts, to drive software adoption, retention, and account growth. As a strategic advisor and change management partner, you'll help legal teams transform their workflows and leverage Everlaw's platform, including generative AI capabilities, to achieve meaningful business outcomes on their most critical matters.
In this position, you'll own retention and growth across your book of business, driving renewals and identifying opportunities to expand usage. You'll build multi-threaded relationships across law firm stakeholders, including day-to-day users, administrators, practice group leaders, and executive sponsors. Your responsibilities will include conducting regular check-in calls, strategic success reviews, and product demonstrations centered on usage data, business impact, and strategic alignment. You'll teach customers how to use platform features and workflows effectively, guiding them on best practices for adopting generative AI capabilities. Additionally, you'll proactively identify retention risks, solve complex workflow challenges, and collaborate closely with Sales, User Education, Product, and Support to deliver a seamless customer experience. Sharing customer feedback, documenting best practices, and contributing to the continuous improvement of the Customer Success team will also be key aspects of your role.
To be successful in this role, you should have at least 4 years of customer success experience managing a large book of mid-market and enterprise accounts within SaaS or consumption-based technology companies. Experience in legal tech, litigation software consulting, or related legal industry workflows is highly preferred. You should act as a strategic advisor and change management partner, using workflow expertise and data-driven account plans to influence customer behavior and drive adoption. Navigating complex client organizations effectively, building credibility, trust, and strong executive presence with senior leadership is essential. Exceptional written, verbal, and presentation communication skills are required, along with the ability to manage competing priorities proactively. Please note that at this time, Everlaw is not sponsoring U.S. employment visas for this role.
The annual base salary for this position is between $116,000 and $148,000, with a total On-Target Earnings (OTE) of between $145,000 and $185,000, representing an 80/20 compensation split. Eligibility for the commission portion is performance-based and subject to the achievement of specific performance metrics, which are governed by Everlaw's policies and incentive plans. The final offered salary will be dependent upon many factors, including the candidate’s experience and skills. The role's compensation is subject to change in the future.
Everlaw offers a comprehensive benefits package, including comprehensive medical, dental, and vision coverage, flexible spending accounts for health and dependent care expenses, membership to Modern Health to support mental health and wellness, paid parental leave, and company-sponsored life and disability insurance. Financial rewards include competitive equity grants and a 401(k) plan with company matching of up to 4% of eligible annual compensation. Growth and everyday perks include 17 paid vacation days, 11 federal holidays, and paid sick leave, four "Everlawlidays" (additional paid company-wide days off) per year, annual allocation for learning & development and relevant professional membership dues, hybrid work with regular work-from-home days and flexibility for life's logistics, monthly home internet reimbursement, plus a stipend for your desk setup, and catered lunches each workday.