Customer Success Manager (Remote, US)

About the role

Eve builds AI-powered legal technology for plaintiff law firms, helping them handle more cases and recover more for clients. As a Customer Success Manager, you will drive adoption, retention and expansion of Eve's solutions among law firm clients, working remotely.

Key responsibilities

• Ensure high adoption, retention and expansion of Eve's solutions, keeping client satisfaction above 90% and growing average contract value by 15% year over year through strategic upsells and cross-sells.
• Onboard firm teams in 90 days or less.
• Achieve 90% case/matter utilization, raise user engagement by 90% within six months and reach 75% adoption of key features.
• Generate 5+ annual case studies showing ROI and develop 3+ new product use cases per year.
• Share client feedback to inform the product roadmap.
• Maintain a 90%+ retention rate through proactive engagement and support.

Required profile

• Deep knowledge of law firm operations, compliance and current legal-sector trends.
• Ability to explain complex legal-tech concepts to non-technical people.
• Strong analytical skills, with expertise in legal-specific metrics and effective reporting.
• Excellent project coordination, communication and consultative problem-solving, able to manage multiple accounts across practice areas and firm sizes.
• Willingness to travel for client visits and industry events.
• Preferred: 5+ years of customer success experience with mid-size and enterprise accounts, legal tech or SaaS background, and proven ability to manage a large book of business.

What we offer

• On Target Earnings of $120,000-$165,000 USD, including base salary and sales bonus target.
• Equity, 401(k) with employer matching, and health, dental, vision and life insurance.
• Disability coverage, commuter benefits, workplace setup reimbursement and telecomm stipend.
• Flexible time off, holidays, quarterly team gatherings and in-office perks.