Team Lead, Customer Success Manager

September 8

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Eve

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Artificial Intelligence • Legal • Fintech

Eve is the first legal AI that assists throughout the entire case lifecycle, efficiently managing tasks from case intake to litigation. By leveraging cutting-edge artificial intelligence, Eve enables law firms to identify high-potential cases, draft legal documents seamlessly, and respond to discovery demands swiftly. With its capabilities, Eve allows attorneys to focus on strategy and relationships, ultimately driving significant growth and better outcomes for clients.

11 - 50 employees

🤖 Artificial Intelligence

💳 Fintech

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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