EvenUp is seeking a dynamic and experienced Senior Manager of Customer Success (West) to lead our customer success team. The Senior Manager of Customer Success will ensure our clients’ success and satisfaction by providing exceptional support, guidance, and strategic direction. This role requires a strong leader with strong people and client management skills, and a passion for driving customer success.

What you’ll do:

  • Lead and mentor one of our customer success teams (6-10 CSMs), providing guidance, support, and coaching to ensure high performance and professional growth.
  • Develop and implement strategies to drive platform utilization and customer satisfaction, leveraging data-driven insights and best practices.
  • Proactively identify opportunities for upselling and cross-selling additional services or features to existing clients.
  • Establish and maintain strong relationships with key clients, serving as a trusted advisor and advocate for their needs and priorities.
  • Collaborate cross-functionally with sales, product, and marketing teams to ensure a seamless customer experience.
  • Analyze customer feedback and data to identify trends, issues, and areas for improvement and develop action plans to address them.
  • Serve as the voice of the customer within the organization, advocating for their needs and influencing product development and enhancements.
  • Develop and maintain a deep understanding of EvenUp’s products, services, and industry trends to effectively support and advise clients.
  • Stay abreast of emerging technologies and best practices in customer success and apply them to enhance the customer experience and drive business results.

What we look for:

  • 5+ years of experience in customer success, account management, or a related field, with at least 2 years in a leadership role.
  • Based in Mountain or Pacific Time Zones.
  • Strong leadership and management skills, with the ability to motivate and inspire a team.
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders.
  • Strategic thinker with the ability to develop and execute customer success initiatives.
  • Ability to travel 1-2 weeks a month for client meetings or industry events, if required.
  • Experience working in a SaaS or technology-driven environment preferred.
  • Experience working in legal technology or experience in the legal profession preferred.

 

Benefits & Perks:

Our goal is to empower every team member to contribute to our mission of fostering a more just world, regardless of their role, location, or experience level. To that end, we offer:

  • 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
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