Customer Success Manager, Everlaw
Enterprise Legal
$116-148k
This role is also eligible for additional incentive pay/commission
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
$116-148k
This role is also eligible for additional incentive pay/commission
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
- You have at least 4 years of experience in customer success with enterprise customers in either SAAS or consumption-based technology companies; industry experience in eDiscovery, legal tech, or software consulting is a plus
- You act as a trusted advisor and strategic partner, not a tactical order-taker, bringing strong workflow expertise and change management experience to help customers apply Everlaw as a solution and successfully adopt new ways of working
- You have a deep understanding of growth and adoption strategies, are metrics- and outcomes-driven, use data to proactively manage your book of business, build annual account plans, prioritize call to actions (CTAs), and focus your time where it has the most impact
- You can navigate complex customer organizational structures, develop multi-threaded champions throughout the organization, and influence customer behavior, building high-trust relationships grounded in credibility, reliability, and low self-orientation
- You are comfortable presenting business value and strategic insights to senior executives and leading complex or high-stakes conversations, bringing confidence, composure, and executive presence while aligning internal and external stakeholders
- You are strategic, analytical, and process-driven, able to manage multiple competing priorities while taking proactive accountability for your role, deliverables, and development without the need for micro-management
- You are an exceptional communicator (verbal, written, and presentation) and thrive in a fast-paced environment that requires strong time-management skills, resilience, and adaptability
- 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 Customer Success Manager supporting Everlaw’s Enterprise Legal customers, you’ll partner with large U.S. law firms to help them get strong value from our software
- Everlaw is an ediscovery platform used to manage documents and information in legal matters such as litigation, investigations, and arbitrations
- In this customer-facing role, you’ll leverage strategic advisory skills to build trusted relationships, support onboarding and adoption, help customers improve their workflows, and advise them on how Everlaw and generative AI can support their work more effectively
- You’ll also collaborate closely with teammates across Sales, User Education, Product, and Support to give customers a strong, coordinated experience
- 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
- 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 New York City or Oakland 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. You’ll work to become a product expert, helping you provide industry-leading coaching and training to improve adoption of Everlaw
- In your role, you'll..
- Own retention and growth across your book of business, including renewals and opportunities to expand customer usage
- Build strong relationships with customer stakeholders, including day-to-day users, administrators, practice group leaders, and executive sponsors
- Help customers adopt Everlaw in ways that fit their workflows, business needs, and goals
- Lead regular check-in calls, success reviews, product demonstrations, and conversations about usage, business impact, and next steps
- Teach customers how to use Everlaw features and workflows effectively, including generative AI capabilities where relevant
- Identify risks early, solve problems proactively, and help strengthen long-term customer relationships
- Partner closely with Sales, User Education, Product, and Support to create a coordinated customer experience and support renewal and growth opportunities
- Serve as the main point of contact for your accounts and take ownership of helping customers achieve meaningful outcomes with Everlaw
- Contribute to the ongoing improvement of the Customer Success team by sharing feedback, documenting best practices, and supporting teammates as needed
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
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