What are the responsibilities and job description for the Senior Customer Success Manager position at Everlaw?
Everlaw is seeking a Senior Customer Success Manager that demonstrates our company values of respect for users, process-driven growth, and attention to detail. As a CSM, you'll build and nurture collaborative relationships with our clients to drive strong user adoption, customer satisfaction, and value, ensuring that they ultimately renew and grow their relationship with Everlaw. You'll use your product expertise to coach and educate our clients on how to best leverage our product, consult on platform use and organizational adoption, and ensure that our clients are successful and delighted by their Everlaw experience. We are looking for a Senior Customer Success Manager who is passionate about customers and the ways in which they use technology to drive results and meet their goals.
At Everlaw, our mission is to promote justice by illuminating the truth. Our company culture is open and democratic and we're committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you're looking for a place that values passion, integrity, thinking big, and a desire to learn, we'd love to hear from you! Think you're missing some of the skills and are hesitant to apply? We do not believe in the 'perfect' candidate and encourage you to apply if you feel you can bring value to our team.
This is a full-time, exempt position based in either Oakland office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr.
Getting started
- We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals.
- We're excited for you to learn, grow, and contribute right away! We trust that you'll bring experience and knowledge that will uplift and uplevel the team, but we don't expect you to know everything on Day 1. You'll work to become a product expert, helping you provide industry-leading coaching and training to improve adoption of Everlaw.
In your role, you'll...
- Be responsible for retention and revenue growth
- Deliver regular check-in calls, Quarterly Business or Success Reviews, and customer recognized Return on Investment (ROI)
- Monitor account health to identify growth opportunities, mitigate churn risk, and work proactively to expand your customer relationships
- Partner with Sales to ensure renewal and expansion opportunities are identified, worked, tracked and closed
- Advise customers on using Everlaw to improve workflows, outcomes, and team productivity
- Demonstrate deep knowledge of Everlaw's products while keeping up with industry trends and competitors
- Become the primary point of contact, accountable to achieving customer's target business outcomes with Everlaw
- Manage the post-sales customer lifecycle, from onboarding, training, adoption, renewal, and expansion
- Contribute to the ongoing improvement of the Customer Success team by improving processes, designing new or updating existing motions, and building templates and tools to codify best practices
- Act as a voice of the Customer by providing and synthesizing feedback for our Product team
- Track, manage, and drive resolution of escalations with client and internal resources
- Mentor early-in-career team members in your role as a customer's solution expert, trusted advisor and advocate
- Proactively participate in marketing events, webinars, conferences as an expert level brand ambassador of Everlaw. Leverage every customer facing opportunity to generate customer awareness, discover and analyze pain points and solve problems
About you
- You have 8 years of experience in customer success and a history with enterprise and strategic accounts (industry experience in eDiscovery or legal technology is a plus)
- You have deep understanding of growth and adoption strategies
- You are metrics and outcomes driven
- You have experience using data to proactively manage your book of business and make the most of the time you spend with your customers
- You are comfortable presenting business value and strategic insights to senior executives
- You have experience influencing client decisions, negotiating renewals, and managing expectations, especially in complex or high-stakes situations
- You act as a trusted advisor to customers, understanding their business needs and proactively offering solutions to drive success and return on investment
- You are strategic, analytical, process driven, and can successfully manage multiple competing priorities at the same time.
- You are an exceptional oral and written communicator
- You are comfortable in a fast-paced environment that requires strong time-management skills
- You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions
Benefits
- The expected salary range for this role is between $157,000 - $199,000. This role is also eligible for additional incentive pay/commission. The final offered salary will be dependent upon many factors including the candidate's experience and skills. The base pay range is subject to change in the future.
- Equity program
- 401(k) retirement plan with company matching
- Health, dental, and vision
- Flexible Spending Accounts for health and dependent care expenses
- Paid parental leave and approximately 10 days (80 hours) per year of sick leave
- Seventeen paid vacation days plus 11 federal holidays
- Membership to Modern Health to help employees prioritize mental health and wellness
- Annual allocation for Learning & Development opportunities and applicable professional membership dues
- Company-sponsored life and disability insurance
- Find out more about our Benefits and Perks
Perks
- Work in Uptown Oakland, just steps from the BART line and dozens of restaurants and walking distance to Lake Merritt
- Flexible work-from-home days on Tuesdays and Fridays
- Monthly home internet reimbursement
- Select your preference of hardware (Mac or PC) and customize your desk setup
- Enjoy a wide variety of snacks and beverages in the office
- Bond over company-wide out-of-the-box events and fun activities with your team
- Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
- Take advantage of learning and career development opportunities
- Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
- One of Wealthfront's 2021 Career Launching Companies, and ranked #2 on the "2022 Bay Area Best Places to Work" list by the San Francisco Business Times and the Silicon Valley Business Journal
- One of Fast Company's World's Most Innovative Companies for 2022 and proud contributor of free ediscovery resources to benefit the greater good through "Everlaw for Good"
- #LI-BL1
- #LI-Hybrid
Pursue Truth While Finding Yours
At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees. We know that when you're empowered to pursue your passions, it is reflected in the work. That's why we're committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers. If you're looking for a place that values passion, integrity, and a desire to learn, we'd love to hear from you!
About Everlaw
We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack - pick your metaphor). It's a multi-billion dollar space typically dominated by service-oriented vendors, and we're coming at it with cutting-edge technology and elegant design. It's working, and we've been growing very rapidly: we host hundreds of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today.
Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity, including the California Equal Pay Act. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
We collect and process the personal information you provided along with your job application in accordance with our Applicants Privacy Notice and Notice at Collection.
Salary : $157,000 - $199,000
