Manager, SMB Customer Success

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EvenUp

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

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.

📋 Description

• 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. • 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. • 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. • 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.

🎯 Requirements

• 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.

🏖️ 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.