Team Lead, Customer Success Manager

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🕒 Setembro 8, 2025

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Eve

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🤖 Inteligência Artificial

⚖️ Jurídico

💳 Fintech

Artificial Intelligence • Legal • Fintech

A Eve é uma inovadora plataforma de IA jurídica projetada para apoiar escritórios de advocacia em todo o ciclo de vida dos casos. Automatizando tarefas essenciais como a recepção de casos, redação de documentos jurídicos e processos de descoberta, a Eve melhora a eficiência dos profissionais do direito, permitindo que se concentrem na estratégia e nos relacionamentos com os clientes. Confiada por advogados de elite, a Eve melhora significativamente os resultados da gestão de casos e aumenta o potencial de receita dos escritórios, enquanto mantém a entrega de serviços jurídicos de alta qualidade.

Descrição

• Lead and mentor 3-4 Customer Success team members (L1-L2 CSMs) through regular coaching, training sessions, and performance feedback. • Manage a portfolio of 20 small to mid-sized accounts plus overflow, achieving 90%+ retention rates and identifying 15+ annual upsell opportunities. • Serve as primary escalation point for complex client issues, ensuring swift resolution and maintaining NPS scores of 80%+. • Conduct quarterly business reviews (QBRs) to demonstrate ROI, drive product adoption, and strengthen client relationships. • Drive product adoption to achieve 110%+ Matter utilization across portfolio and coach team members to do the same. • Design and deliver training programs to enhance team product knowledge, client management skills, and customer success best practices. • Partner with Sales, Product, and Support teams to ensure seamless client experiences and provide feedback for continuous improvement.

🎯 Requisitos

• Emerging Leadership Skills: Natural mentor and coach with ability to inspire and develop junior team members while maintaining high personal performance standards. • Legal Industry Knowledge: Solid understanding of law firm operations, legal workflows, and the challenges facing small to mid-sized legal practices. • Customer Success Expertise: Strong foundation in customer success methodologies, retention strategies, and expansion techniques with proven results. • Problem-Solving Excellence: Exceptional troubleshooting abilities with experience managing complex client escalations and finding creative solutions. • Communication Mastery: Outstanding verbal and written communication skills with the ability to present to diverse stakeholders and facilitate productive team discussions. • Adaptability and Growth Mindset: Thrives in a fast-paced environment while balancing individual account management with team leadership responsibilities. • 4+ years of Customer Success experience with 1-2 years in a team lead or mentoring capacity, preferably in B2B SaaS environments. • Legal tech or professional services experience with understanding of how small to mid-sized firms evaluate and implement technology solutions. • Portfolio management success with proven ability to manage 15+ accounts simultaneously while maintaining high client satisfaction and retention rates. • Training and development experience with a track record of successfully onboarding and developing junior team members. • Escalation management expertise with experience resolving complex client issues and turning challenging situations into success stories.

🏖️ Benefícios

• Competitive base salary • 401(k) with Company Match • Comprehensive Health, Dental, and Vision Insurance • Unlimited PTO for work-life balance • Professional development budget for continuous learning • Leadership development opportunities and career advancement pathways • An inclusive, collaborative, and innovation-driven work environment