Team Lead, Customer Success Manager

🕒 vor 9 Monaten

🇺🇸 Vereinigte Staaten – Remote

⏰ Vollzeit

🟠 Senior

🏆 Customer Success

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Eve

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11 - 50 Mitarbeiter

🤖 Künstliche Intelligenz

💳 Fintech

Artificial Intelligence • Legal • Fintech

Eve ist eine innovative Legal AI-Plattform, die darauf ausgelegt ist, Anwaltskanzleien während des gesamten Falllebenszyklus zu unterstützen. Durch die Automatisierung essentieller Aufgaben wie Fallaufnahme, Erstellung von juristischen Dokumenten und Discovery-Prozessen steigert Eve die Effizienz juristischer Fachkräfte, sodass sie sich auf Strategie und Kundenbeziehungen konzentrieren können. Von Spitzenanwälten vertraut, verbessert Eve erheblich die Ergebnisse im Fallmanagement und erhöht das Umsatzpotenzial von Kanzleien, während eine qualitativ hochwertige juristische Dienstleistung aufrechterhalten wird.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• 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