Customer Success Manager I

The Role
You’ll partner with plaintiff U.S. law firms, from small and mid-market practices to select enterprise accounts, to drive software adoption, retention, and account growth. In this role, you'll act as a strategic advisor and change management partner, helping legal teams transform their workflows and leverage our platform—including generative AI capabilities—to achieve meaningful business outcomes on their most critical matters.

This is a full-time, exempt position based in our New York City, NY or Oakland, CA office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr.

What you'll do

Own retention and growth across your book of business, driving renewals and identifying opportunities to expand usage
Build multi-threaded relationships across law firm stakeholders, including day-to-day users, administrators, practice group leaders, and executive sponsors.
Conduct regular check-in calls, strategic success reviews, and product demonstrations centered on usage data, business impact, and strategic alignment.
Teach customers how to use platform features and workflows effectively, guiding them on best practices for adopting generative AI capabilities.
Proactively identify retention risks, solve complex workflow challenges, and partner closely with Sales, User Education, Product, and Support to deliver a seamless customer experience.
Share customer feedback, document best practices, and contribute to the continuous improvement of the Customer Success team.

About You

You have at least 4 years of customer success experience managing a large book of mid-market and enterprise accounts within SaaS or consumption-based technology companies.
You act as a strategic advisor and change management partner, using workflow expertise and data-driven account plans to influence customer behavior and drive adoption.
You navigate complex client organizations effectively, building credibility, trust, and strong executive presence with senior leadership.
You manage competing priorities proactively and possess exceptional written, verbal, and presentation communication skills.
You are authorized to work in the United States. Please note that at this time, Everlaw is not sponsoring U.S. employment visas for this role.