Customer Success Manager, Enterprise

Enterprise Customer Success Manager

Even Up is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more.

We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. Even Up is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, Signal Fire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact.

We are looking for an Enterprise Customer Success Manager to oversee a portfolio of ~30 large law firm accounts, focusing on deep, strategic partnerships to deliver measurable customer outcomes. This role requires a highly strategic mindset, exceptional relationship management skills, and a strong ability to influence senior-level stakeholders within enterprise accounts. You will act as a trusted advisor, advocate for customers within Even Up, and identify opportunities to expand our partnership with each customer.

What You’ll Do:

• Proactive Account Management:

  • Regularly conduct executive-level business reviews and deliver adoption analyses to ensure customers are leveraging the full capabilities of Even Up’s platform.

  • Collaborate with internal teams to deliver tailored value and resolve complex challenges promptly.

• Strategic Partnership Development:

  • Partner with customers to define success metrics and align with their long-term business objectives.

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  • Develop and execute tailored account plans for each customer, driving measurable outcomes and ensuring mutual success.

• Customer Advocacy and 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.

• Renewal and Retention:

  • Own the renewal process for your accounts, working to secure favorable outcomes for both Even Up and the customer.

  • Proactively identify risks to customer retention and create mitigation strategies to ensure continued success.

• Revenue Growth:

  • 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.

• Insights and Feedback:

  • 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.

• Operational Excellence:

  • 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.

• Team
  
  Collaboration:
  
  

  • 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.

What We’re Looking For:

• 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.

Skills and Expertise:

• 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…