Senior Customer Success Manager, Everlaw
$160-190k
Eligible for additional incentive pay/commission; +Equity program
More information about location
3-5 days a week in office (Oakland, CA or New York City, NY)
Unified platform for e-discovery and litigation
Be an early applicant
Unified platform for e-discovery and litigation
201-500 employees
Be an early applicant
$160-190k
Eligible for additional incentive pay/commission; +Equity program
More information about location
3-5 days a week in office (Oakland, CA or New York City, NY)
201-500 employees
Company mission
To promote justice by illuminating truth.
Role
Who you are
- You have at least 8 years of experience in customer success, ideally with industry experience in eDiscovery, legal technology, and an emphasis in enterprise-level corporate account management
- You are adept in your understanding of the customer lifecycle and implementation strategies that ensure success throughout the entire customer journey
- You have expertise in creating and managing customer health scores, including a proficiency in data analysis, to measure customer health, predict churn, identify upsell opportunities, and assess customer success metrics (e.x. NDR, NPS, CSAT, retention rates)
- You exhibit comfort and poise in front of senior executives, presenting business value and strategic insights clearly and confidently
- You have an aptitude for influencing client decisions, negotiating renewals, and managing expectations, especially in complex or high-stakes situations
- You have superior workflow consultation skills and an ability to act as a trusted advisor to customers, understanding their business needs and proactively offering solutions to drive success and return on investment
- You have strong organizational skills, including an expertise in managing multiple complex customer projects simultaneously
- 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 you possess a desire to contribute to the growth and maturity of an important business vertical
- 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
- Everlaw is seeking a Senior 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 Everlaw
- 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 clients reach their full potential with a sophisticated and powerful platform to discover truth and promote justice
- Leverage your up to date knowledge of the Everlaw platform to advise customers on using Everlaw capabilities to improve customer workflow and increase the review quality, throughput and level of collaboration/productivity of the team
- Demonstrate deep knowledge of Everlaw’s products and integrations, while keeping up with industry trends and competitors
- Become the primary point of contact, accountable to achieving customer’s target business outcomes with Everlaw
- Be the customer’s source of industry-leading practices and new Everlaw features
- Ensure an exceptional experience for all customers and work to support product adoption and relationship growth
- Manage the entire post-sales customer lifecycle, from onboarding, training, adoption, support, renewal, expansion, and relationship building
- Contribute to the ongoing improvement of the Customer Success team by developing process and system changes, designing new or updating existing motions, building templates and tools to codify best practices, with your learnings and observations
- Increase retention and revenue growth with regular check-in calls, Quarterly Business or Success Reviews, high-quality service, and customer recognized Return on Investment (ROI)
- Use your growth mindset to scale the Success team with service evolution, documentation, and process improvement
- Track account health to identify growth opportunities, churn risks, and work proactively to deliver a superb customer experience
- Partner with Sales to ensure renewal and expansion opportunities are identified, worked, tracked and closed
- 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
- Mentor early-in-career team members in your role as a customer’s solution expert, trusted advisor and advocate
- Proactively participate in marketing events, webinars, conferences as an expert level brand ambassador of Everlaw. Leverage every customer facing opportunity to generate customer awareness, discover and analyze pain points and solve problems
Application process
- Everlaw requires all of its employees to be fully vaccinated for COVID-19, unless a medical or religious exemption applies. If you are hired, we will require you to prove that you have received the COVID-19 vaccine, unless you have received a medical or religious exemption
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 8 of the top 10 class action firms in the US and is used by state attorneys general in every state in the US.
The legaltech space is growing fast. It's a big industry where a lot of money is spent, but it has been largely untouched by technology until recently, leaving a big opportunity. The company expanded to Australia and New Zealand following a partnership with Australian e-discovery provider Adio.
Everlaw has also been testing ChatGPT since it launched as it has accelerated development and integration of of generative AI. The company is also pursuing growth for its Everlaw for Good Program, seen at the 2024 Equal Justice Conference in Detroit, appointing its first program director, enhancing its generative AI offerings, and increasing investment to dismantle barriers to justice for low-income Americans and marginalised communities in need of legal representation.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
45% female employees
2% employee growth in 12 months
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 values
- Set our own bar
- Egoless communication and mutual respect
- Respect for users
- Process-driven growth
- Attention to detail
Company HQ
Downtown, Oakland, CA
Articles
Leadership
AJ Shankar
(CEO)Previously a Senior Software Engineer at TheFind (acquired by Facebook).
Salary benchmarks
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