Customer Success Manager, EvenUp
SMB
AI-driven support for personal injury lawyers
Be an early applicant
AI-driven support for personal injury lawyers
201-500 employees
Be an early applicant
201-500 employees
Company mission
To close the justice gap using technology and AI.
Role
Who you are
- This role requires a strategic mindset and strong relationship management skills to address the unique needs of SMB customers
- Bachelor’s degree in a related field
- 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with SMB customers
- Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset
- Proven ability to manage a portfolio of accounts and deliver exceptional results
- Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges
- Exceptional interpersonal, communication, and presentation abilities
- Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing, is a strong advantage
- Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track customer health metrics
- Legal Tech or experience working with law firms is a strong plus
- Highly organized, detail-oriented, and capable of managing competing priorities
- Collaborative and team-oriented mindset
- Motivated by achieving measurable customer outcomes and delivering value
What the job involves
- Our Customer Success Manager, SMB will oversee a portfolio of 150+ sole proprietor law firm accounts, balancing strategic engagement with scalability to deliver measurable customer outcomes
- You will act as a trusted advisor, advocate for customers within EvenUp, and identify opportunities to expand our partnership with each customer
- Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform
- Collaborate with internal teams to deliver value and resolve challenges promptly
- Partner with customers to establish success metrics and ensure alignment with their business goals
- Develop and execute tailored success plans for each customer, driving measurable outcomes
- Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users
- Serve as the primary point of contact for all customer-related matters within your portfolio
- Own the renewal process for your accounts, working to secure favorable outcomes for both EvenUp and the customer
- Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively
- Identify and recommend upsell or cross-sell opportunities to drive additional value for customers
- Collaborate with Sales to design customized proposals for cross-sell opportunities based on customer-specific needs
- Document customer feedback, use cases, and success stories to inform internal product development and roadmap planning
- Act as a voice of the customer in internal discussions to prioritize feature requests and improvements
- Ensure all customer interactions and account activities are tracked accurately in the CSP/CRM system
- Provide regular updates on account health metrics and identify trends across your portfolio
- Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences
- Share insights and best practices with the broader Customer Success team to enhance overall team performance
Our take
Every year, millions of personal injury cases in the US are resolved with only a small fraction going to trial, leaving many victims potentially under-compensated due to inaccurate settlement proposals. EvenUp aims to change this by leveraging AI technology to streamline the assessment of injury cases.
The AI tools evaluate raw case files, including medical and police records, creating tailored "demand packages" that present comprehensive compensation arguments. This improves lawyer performance and victim outcomes.
Despite concerns about AI bias and privacy, EvenUp has garnered significant investor interest, closing a funding round in 2024 that was one of the largest in the history of legal AI. Now valued at over $1 billion, it is investing in its team and introducing new techniques and products for personal injury and other legal areas.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Oct 2024
$135m
SERIES D
Sep 2024
$35m
SERIES C
Total funding: $220m
Company benefits
- Flexible working hours to match your style
- Offsites - get to meet your coworkers on a fully-expenses trip ever 6-12 months
- A variety of virtual team events such as game nights & happy hours
- Choice of medical, dental, and vision insurance plans for you and your family
- Flexible paid time off and 10+ holidays per year
- A stipend to upgrade your home office for fully-remote roles
- 401k for US-based employees
Company HQ
The Castro, San Francisco, CA
Leadership
Rami Karabibar
(Co-founder & CEO)Graduated from the McGill University with a Bachelor's Degree in Investment Management. Previously worked as a Management Consultant at Bain & Company and as a Startup Generalist at Zoomer.
Raymond Mieszaniec
(Co-founder & COO)Previously co-founded EquitySim. Also worked as a Risk Consultant at PwC Hong Kong and Mainland China and as an Accountant at Scotiabank.
Saam Mashhad
(Chief of Product & Legal Operations)Previously worked as a Law Clerk at the Superior Court of Quebec. Also co-founded Compass Startup & Legal Clinic where they served as the Director for 3 years before becoming an Associate at Norton Rose Fulbright.
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