Customer Success Manager

Everlaw is seeking a Customer Success Manager that demonstrates our company values of respect for users, process-driven growth, and attention to detail! As a Customer Success Manager, you’ll set your own bar to 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 us. With enthusiasm and clarity, you’ll use your product expertise to coach and educate our clients on how to best leverage our product, troubleshoot questions related to the platform or underlying client data, and ensure that our clients are successful and delighted by their Everlaw experience. We are looking for a Customer Success Manager who is passionate about customers and the ways in which they use technology to drive results and meet their goals. Your contribution will matter as you’ll help law firms and nonprofit organizations reach their full potential with a sophisticated and powerful platform to discover truth and promote justice. 

At Everlaw, our mission is to promote justice by illuminating truth. 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 our Oakland, CA 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.

In your role, you'll...

• Work to become a product expert, helping you provide industry-leading coaching and training to improve adoption of Everlaw.
• Ensure an exceptional experience for all customers and work to support product adoption and relationship growth. You’ll partner with Sales to ensure renewal and expansion opportunities are identified and closed.
• Track account health to identify growth opportunities, churn risks, and work proactively to deliver a superb customer experience.
• 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.
• Collaborate with the rest of the Customer Success team to develop industry leading processes and best practices for delivering success to clients.
• Manage the post-sales customer lifecycle, from onboarding, training, adoption, support, renewal, expansion, and relationship building.
• Increase retention and revenue growth with regular check-in calls, strategy consultations, Business Reviews, and customer recognized Return on Investment (ROI).
• Use your growth mindset to scale the Success team with service evolution, documentation, and process improvement.

About you

• You have at least 3 years of experience in customer success or account relationship management, highly preferred with industry experience in ediscovery or in legal technology.
• You have exceptional oral and written communication skills that show enthusiasm, energy, and empathy under pressure.
• You are comfortable in a fast-paced environment that requires strong time-management skills, and collaboration with our technical and business teams. You like to remain curious and adaptable in an ever-changing environment.
• You are strategic, analytical, process driven, and can successfully manage multiple competing priorities at the same time.
• You are passionate about technology and helping others to understand how it can accomplish their goals.

Benefits

• The expected salary range for this role is between $115,000 - $145,000. 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-KV1
• #LI-Hybrid