Enterprise Customer Success Manager

🕒 April 9

🤠 Texas – Remote

🤠 Texas – Remote

💵 $150k - $180k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 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

• Regularly conduct executive-level business reviews and deliver adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform. • Collaborate with internal teams to deliver tailored value and resolve complex challenges promptly. • Partner with customers to define success metrics and align with their long-term business objectives. • Develop and execute tailored account plans for each customer, driving measurable outcomes and ensuring mutual success. • Build and nurture strong relationships with senior stakeholders and decision-makers, including firm leadership and department heads. • 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. • Proactively identify risks to customer retention and create mitigation strategies to ensure continued success. • Identify, recommend, and support strategic upsell and cross-sell opportunities to deepen customer value. • Partner with Sales to design customized proposals and solutions that align with customer-specific goals. • Document customer feedback, enterprise-level use cases, and success stories to inform internal product development and roadmap planning. • Advocate for enterprise customer needs in internal discussions, helping prioritize high-impact features and enhancements. • Ensure all customer interactions and account activities are meticulously tracked in the CSP/CRM system. • Provide regular updates on account health metrics and identify key trends across your portfolio. • Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless and customized customer experiences. • Share enterprise-specific insights and best practices with the broader Customer Success team to elevate overall team performance.

🎯 Requirements

• Bachelor’s degree in a related field; MBA or JD is a strong plus. • 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with a focus on enterprise 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 enterprise accounts and deliver exceptional results. • Ability to facilitate and manage multiple internal stakeholders for each account. • Strong problem-solving, critical-thinking, and negotiation skills with a proactive approach to customer challenges. • Exceptional interpersonal, communication, and presentation abilities, especially with executive audiences. • Familiarity with SaaS business models, particularly recurring revenue and complex account structures, is a strong advantage. • Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track enterprise customer health metrics. • Legal Tech or experience working with large law firms is a significant plus.

🏖️ 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