What You Will Accomplish:
- Lead and Mentor Emerging Talent: Guide and develop 3-4 Customer Success team members (L1-L2 CSMs) through regular coaching, training sessions, and performance feedback to accelerate their professional growth and client management capabilities.
- Drive Client Retention and Growth: Manage a portfolio of 20 small to mid-sized accounts plus overflow, achieving 90%+ retention rates and identifying 15+ annual upsell opportunities to drive expansion revenue.
- Serve as Escalation Expert: Handle complex client issues and serve as the primary escalation point for your team, ensuring swift resolution and maintaining NPS scores of 80%+.
- Deliver Strategic Client Engagement: Conduct quarterly business reviews (QBRs) that demonstrate clear ROI, drive deeper product adoption, and strengthen long-term client relationships.
- Optimize Product Adoption: Achieve 110%+ Matter utilization across your portfolio while coaching team members to drive similar adoption rates with their accounts.
- Develop Team Capabilities: Design and deliver training programs that enhance team product knowledge, client management skills, and customer success best practices.
- Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to ensure seamless client experiences and provide valuable feedback for continuous improvement.
What We Are Looking For:
- Emerging Leadership Skills: Natural mentor and coach with the 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.
You Will Thrive in This Role If You Have:
- 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 Salary & Equity
- 💹 401(k) Program with Employer Matching
- ⚕️ Health, Dental, Vision and Life Insurance
- 🩼 Short Term and Long Term Disability
- 🚗 Commuter Benefits
- 🧑💻 Autonomous Work Environment
- 🖥️ Office Setup Reimbursement
- 🏝 Flexible Time Off (FTO) + Holidays
- 🚀 Quarterly Team Gatherings
- 🥪 In office Perks
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What We Do
Eve Legal is pioneering the future of legal technology by focusing on AI-driven solutions that empower plaintiff-side law firms. With a robust platform designed for efficiency and effectiveness, Eve leverages artificial intelligence to streamline case analysis, enhance decision-making, and optimize client outcomes. Our mission centers on providing attorneys with the tools needed to stay competitive and navigate the legal landscape effectively, especially in an era where demands on legal professionals continue to grow. Eve’s commitment to innovation is evident in their focus on speed, scalability, and reliability. The platform supports legal teams in managing high caseloads with fewer resources, reducing the time spent on routine tasks, and enhancing the ability to focus on high-impact work. Through deep industry insights and a user-centric approach, Eve is setting a new standard in legal tech by combining technical excellence with a nuanced understanding of the plaintiff-side practice needs. With a core belief in elevating legal practices through visionary tools, Eve is committed to reshaping the way legal professionals serve their clients, improving access to justice, and fostering a more efficient legal ecosystem.
Why Work With Us
You’ll join a high-performing team that thrives on collaboration, grit, and innovation. We value excellence, visionary thinking, and elevation as we tackle ambitious goals. Enjoy a supportive, growth-oriented environment with a robust benefits package, where everyone’s contributions are valued, and real impact in legal tech is made together.
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Eve Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are located at a beautiful office on 3rd Ave in the heart of San Mateo and 2 blocks from Caltrain. Some of our teams are remote while others have a hybrid model of coming into the office 3 days/week and remote 2 days/week.
