Customer Success Manager I

The Role You’ll partner with plaintiff U.S. law firms, from small and mid-market practices to select enterprise accounts, to drive software adoption, retention, and account growth. In this role, you'll act as a strategic advisor and change management partner, helping legal teams transform their workflows and leverage our platform—including generative AI capabilities—to achieve meaningful business outcomes on their most critical matters. This is a full-time, exempt position based in our New York City, NY or Oakland, CA office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr. What you'll do • Own retention and growth across your book of business, driving renewals and identifying opportunities to expand usage • Build multi-threaded relationships across law firm stakeholders, including day-to-day users, administrators, practice group leaders, and executive sponsors. • Conduct regular check-in calls, strategic success reviews, and product demonstrations centered on usage data, business impact, and strategic alignment. • Teach customers how to use platform features and workflows effectively, guiding them on best practices for adopting generative AI capabilities. • Proactively identify retention risks, solve complex workflow challenges, and partner closely with Sales, User Education, Product, and Support to deliver a seamless customer experience. • Share customer feedback, document best practices, and contribute to the continuous improvement of the Customer Success team. About You • You have at least 4 years of customer success experience managing a large book of mid-market and enterprise accounts within SaaS or consumption-based technology companies. • You act as a strategic advisor and change management partner, using workflow expertise and data-driven account plans to influence customer behavior and drive adoption. • You navigate complex client organizations effectively, building credibility, trust, and strong executive presence with senior leadership. • You manage competing priorities proactively and possess exceptional written, verbal, and presentation communication skills. • You are authorized to work in the United States. Please note that at this time, Everlaw is not sponsoring U.S. employment visas for this role. Bonus points • Experience in legal tech, litigation software consulting, or related legal industry workflows. • Experience working with AI tools (Claude, Glean, etc.) to optimize your day-to-day responsibilities 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. We often revisit candidates who may have applied for a different role if something comes up that's a better fit. The Team — Customer Success The Customer Success team helps customers turn Everlaw's powerful technology into meaningful outcomes on their most important matters. As trusted advisors, the team builds lasting partnerships, guides adoption, and helps organizations integrate Everlaw into the way they work. By connecting customer priorities and feedback with teams across Everlaw, Customer Success helps customers realize sustained value while strengthening the relationships that drive retention and growth. Total Rewards & Benefits The annual base salary for this position is between $116,000 - $148,000, with a total On-Target Earnings (OTE) of between $145,000 - $185,000, representing a 80/20 compensation split. Eligibility for the commission portion is performance-based and subject to the achievement of specific performance metrics, which are governed by Everlaw's policies and incentive plans. The final offered salary will be dependent upon many factors including t