Senior Customer Success Manager, Everlaw
Strategic Legal
$157-199k
This role is also eligible for additional incentive pay/commission. Plus equity program
More information about location
3 days a week in office
Unified platform for e-discovery and litigation
Be an early applicant
Unified platform for e-discovery and litigation
501-1000 employees
Be an early applicant
$157-199k
This role is also eligible for additional incentive pay/commission. Plus equity program
More information about location
3 days a week in office
501-1000 employees
Company mission
To empower organizations to better navigate litigation and investigations to chart a straighter path to the truth
Role
Who you are
- 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
- You have at least 8 years of experience in customer success with enterprise and strategic accounts; industry experience in eDiscovery, legal tech, or software consulting (especially with AmLaw 200 or large law firms) is a plus
- You operate as a trusted advisor and strategic partner, not a reactive order-taker, by combining deep workflow knowledge with change-management expertise to help customers modernize workflows, manage risk, and drive efficiency through thoughtful change management and solution adoption
- You take a consultative, value-led approach to account growth, collaborating with Sales on account management exercises that uncover expansion opportunities, support renewals, and grow ARR while maintaining strong customer advocacy and long-term relationships
- You are outcomes- and data-driven, leveraging usage metrics, health indicators, and customer insights to proactively manage your book of business, prioritize engagement, and focus on the highest-impact initiatives
- You excel at navigating complex corporate environments, engaging stakeholders across Legal, Legal Operations, IT / InfoSec, Procurement, and executive leadership, and building internal champions who drive adoption and long-term success
- You are comfortable presenting business value and strategic insights to senior leaders, including General Counsel, Legal Operations leaders, and other executives, and can confidently lead high-stakes or sensitive conversations with confidence, composure, and executive presence
- You are strategic, analytical, process-oriented, and able to manage competing priorities in a fast-paced environment while taking full ownership of outcomes without the need for close oversight
- You are an exceptional communicator (verbally, in writing, and in presentations) and thrive in environments that demand strong time management, adaptability, and resilience
- You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions
What the job involves
- As a Senior Customer Success Manager in the Strategic Legal segment at Everlaw, you’ll serve as a strategic partner and trusted advisor to top US (AmLaw 200) and Canadian law firms
- You’ll leverage deep workflow expertise and legal industry knowledge to help customers realize the full value of Everlaw, proactively guiding them through change management and enabling them to integrate our solutions into their core business strategies
- With a focus on building high-trust relationships, you’ll demonstrate credibility, reliability, and a consultative approach—ensuring customer success, driving adoption, and delivering measurable results
- If you are passionate about empowering customers, thrive in dynamic environments, and are committed to doing what’s right for both clients and Everlaw, we encourage you to join our mission to promote justice by illuminating the truth
- At Everlaw, our mission is to promote justice by illuminating the truth. Our company culture is open and democratic and 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
- 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. You’ll work to become a product expert, helping you provide industry-leading coaching and training to improve adoption of Everlaw
- Own net dollar retention and case growth across your strategic book of business
- Become a trusted advisor to executive and practice group leaders, leveraging deep Fortune 500 workflow expertise to shape eDiscovery and GAI strategy and tie Everlaw to top corporate initiatives
- Confidently position and demo Everlaw, showcasing sub-segment–specific use cases and enabling customers to launch and refine workflows that drive measurable adoption, utilization, and value
- Use change management skills to lead customers through the full journey, proactively driving feature adoption, closing assigned Calls to Action, shortening time-to-value, and balancing what’s right for customers and Everlaw
- Lead regular check-ins, Business Reviews, and ROI conversations, clearly communicating complex concepts in verbal, written, and presentation formats
- Own account health, identifying growth opportunities, mitigating churn risk, and expanding relationships through credibility, reliability, and personal trust
- Partner with Sales, Product, and Support to align stakeholders, surface and progress renewal and expansion opportunities, and demonstrate strong executive presence with internal and external leaders
- Serve as the primary point of contact accountable for customers’ business outcomes with Everlaw, operating with proactive ownership, a growth mindset, and minimal need for oversight
- Continuously improve the Customer Success function by refining processes, codifying best practices, and acting as both a voice of the customer and a mentor to early-in-career teammates
Our take
Everlaw builds technology to help corporations, law firms and government entities solve the toughest problems in the legal industry. The company's platform includes features to help speed up legal work, freeing up time to be spent on more value-add activities. Everlaw’s clients include most of the top 10 class action firms in the US and it is also used by state attorney generals in every state in the US.
Law is a big industry where a lot of money is spent, but it has been largely untouched by technology until recently, leaving a big opportunity. Testament to this, the company was able to expand to Australia and New Zealand following a partnership with Australian e-discovery provider Adio. It continues to deliver new features such as "AI Deep Dive" which lets legal teams uncover and verify key evidence from documents.
The company is also pursuing growth for its Everlaw for Good Program, seen at the 2024 Equal Justice Conference in Detroit. That year, it appointed its first program director as it works to dismantle barriers to justice for low-income Americans and marginalised communities in need of legal representation. It now has over 225 participating organizations.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Nov 2021
$202m
SERIES D
Mar 2020
$62m
SERIES C
Total funding: $298.6m
Company benefits
- Mind & Body - Everlaw cares about the whole person, and that is underscored by our health care plan. Everlaw offers employees and their dependents private health insurance which covers 100% of employee health insurance premiums and 60% of dependent premiums.
- Investing in Your Future - Everlaw believes in building for the long-term – for both our product and our employees. Everlaw enrolls employees in a pension fund upon hire where employees contribute 4% of their salary with a company match of 4%. An additional 1% comes from the UK government in the form of tax relief.
- Family Bonding - Everlaw supports growing families by ensuring employees receive 100% of their salary for up to 10 weeks for family-bonding leave, in addition to 8 weeks of fully paid leave for birthing parents.
- Everlawlidays and More - When you have a group of highly skilled, highly driven truth-finders, it’s important to build in breaks for recharging. Everlaw offers employees 20 days of paid holiday per calendar year in addition to the eight public holidays in England and Wales. Everlaw also recognises four ‘Everlawlidays’ that are designated days off for the whole company. Upon their fourth work anniversary, employees are upgraded to 23 days of holiday and to 27 days on their seventh work anniversary.
- On-Site Lunches and Snacks - Enjoy delicious daily catered lunches and sample the rotating snack and beverage selections in our London office.
- Never Stop Learning - We are committed to Everlawyers’ professional growth and encourage employees to pursue the right learning and development opportunities for wherever they are in their journey. With an annual Learning & Development stipend of £1,600, Everlawyers can attend conferences, obtain certifications, join classes and meet with career coaches.
- Giving Back - We are committed to supporting our local communities so we build in time for you to give back. In addition to time off for company-sponsored volunteer events, employees get four paid hours per quarter to volunteer at any charity recognised by the HMRC.
- Creating Community - Everlaw is filled with empowered, passionate problem solvers who like to have fun. From team dinners to holiday parties, Everlaw hosts optional company-wide bonding events regularly. Additionally, each department is given a monthly budget for activities and events planned by you and your colleagues. Events have included go-karting, escape rooms, trapeze classes and intramural sports.
Company HQ
Downtown, Oakland, CA
Leadership
AJ Shankar
(CEO & Founder)Previously a Senior Software Engineer at TheFind (acquired by Facebook).
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 23 more jobs at Everlaw