Customer Success Manager – Midmarket

2 days ago

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EvenUp

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Legal • Artificial Intelligence • SaaS

EvenUp is a company that specializes in providing AI-driven solutions for personal injury law firms to enhance the efficiency and effectiveness of case handling and settlements. The company's Claims Intelligence Platform™ supports law firms by generating AI demand letters designed to capture every detail and maximize case value. Their suite of products, including MedChrons, Executive Analytics, Case Preparation, Negotiation Preparation, and Settlement Repository, leverages AI and data analytics to streamline legal processes, improve negotiation outcomes, and increase the likelihood of hitting policy limits. EvenUp is SOC2 and HIPAA certified, ensuring high standards of security and privacy for sensitive legal and medical data. The company aims to level the legal playing field by providing personal injury firms with tools that utilize proprietary data and expert insights to navigate complex cases with precision and speed.

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform. • Collaborate with internal teams to deliver value and resolve challenges promptly. • Partner with customers to establish success metrics and ensure alignment with their business goals. • Develop and execute tailored success plans for each customer, driving measurable outcomes. • Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users. • Serve as the primary point of contact for all customer-related matters within your portfolio. • Own the renewal process for your accounts, working to secure favorable outcomes for both EvenUp and the customer. • Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively. • Identify and recommend upsell or cross-sell opportunities to drive additional value for customers. • Collaborate with Sales to design customized proposals for cross-sell opportunities based on customer-specific needs. • Document customer feedback, use cases, and success stories to inform internal product development and roadmap planning. • Act as a voice of the customer in internal discussions to prioritize feature requests and improvements. • Ensure all customer interactions and account activities are tracked accurately in the CSP/CRM system. • Provide regular updates on account health metrics and identify trends across your portfolio. • Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences. • Share insights and best practices with the broader Customer Success team to enhance overall team performance.

🎯 Requirements

• Bachelor’s degree in a related field • 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with mid-market customers. • Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset. • Proven ability to manage a portfolio of accounts and deliver exceptional results. • Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges. • Exceptional interpersonal, communication, and presentation abilities. • Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing, is a strong advantage. • Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track customer health metrics. • Legal Tech or experience working with law firms is a strong plus. • Ability to travel within the U.S. up to 25%.

🏖️ Benefits

• 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