Manager, Customer Success

Everlaw

Everlaw is seeking a highly-motivated Manager of Customer Success that embodies our company values of mutual respect, egoless communication, a drive to set a higher bar, and a relentless focus on the client experience. As a key leader of the Customer Success team, you’ll be responsible for leading a team of Customer Success Managers and Customer Success Associates who are responsible for the entire post-sale client experience. You’ll develop a team that provides an industry leading customer experience by consulting with clients on the best practices for using Everlaw, managing technical and commercial escalations, and helping clients realize the full value of their investment in Everlaw. You’ll also collaborate across the company, partnering with departments including Sales, Business Development, Product, Engineering, and the rest of the Customer Experience organization (including Support and User Education) to ensure a fantastic client experience across the entire customer lifecycle. Your work will matter — you’ll greatly impact the day-to-day experience of our clients, the growth of the company, and be a strategic leader for your team.

Everlaw’s Customer Experience team leads all aspects of the post-sale client experience, including onboarding, technical support, data migrations, user education, and ongoing account management. We are a diverse group that thrives on collaborating with every team across Everlaw to deliver an amazing experience to our customers. 

At Everlaw, our mission is to promote justice by illuminating truth. Our company culture is open and vibrant 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 Oakland, CA office with a hybrid work schedule: in office M/W/Th with the option to work from home 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. And you’ll spend meaningful time getting to know your direct reports and discover what excites and challenges them.
  • 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.
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    In your role, you’ll…

     

  • Become product certified! You’ll start your journey completing training modules to get up running on the ins and outs of the Everlaw platform.
  • Build, coach and manage a team of Customer Success Managers and Customer Success Associates that own client success functions including onboarding, relationship management, and growth of Everlaw clients.
  • Develop a Customer Success roadmap for your responsible segment, and then generate required team training and processes to deliver the expected outcomes.
  • Create long-lasting relationships with customers to ensure success and utilize client relationships to ensure the team is structured and delivering client requirements.
  • Identify, track, and deliver client experience metrics including customer satisfaction scores, case growth rate, and NDR.
  • Develop a strong relationship with Product and Engineering teams to drive product improvements from customer and team feedback.
  • Lead meaningful one-on-ones with your team, providing actionable guidance, thoughtful feedback, and supporting individual career growth goals.
  • Use your process driven mindset to collaborate cross-functionally to design and improve processes and drive client experience metrics to goals, ensuring an industry-leading customer experience.
  • Review customer feedback from Net Promoter Score surveys and CSat surveys and contact customers to understand experience and drives to improvement.
  • Hold quarterly performance and development objectives meetings with all direct reports and work directly with the team to build out development goals and pathways.
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    About you

     

  • You have at least 3 years of experience in a Customer Success or Customer Support leadership role.
  • You build strong relationships with clients, partnering to understand requirements and develop proactive client success.
  • You have experience defining and driving customer success metrics, focusing on revenue growth and customer satisfaction scores, and have owned renewals and/or up-selling.
  • You are a thoughtful collaborator, partnering cross-functionally to drive a streamlined customer experience.
  • You are a strong written and spoken communicator with engaging presentation skills. 
  • Pluses

     

  • You have experience using Salesforce and/or Strikedeck.
  • You have experience working in LegalTech or SaaS, but this is not required.
  • You are comfortable using Google Applications, such as Gmail, Google Calendar and Google Docs.
  • You have experience with CRMs and other customer success tools. 
  • You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions.
  • Benefits

     

  • Competitive salary 
  • Substantial equity 
  • Retirement plan with company matching 
  • Health, dental, and vision
  • Flexible Spending Accounts for health and dependent care expenses
  • Paid parental leave and sick leave
  • Seventeen paid vacation days plus 11 federal holidays
  • Membership to Modern Health to help employees prioritize mental health and wellness
  • Quarterly “flex fund to flourish” bonus to spend on any health, wellness, or well-being expenses 
  • Annual allocation for Learning & Development opportunities and applicable professional membership dues
  • Company-sponsored life and disability insurance
  • Pursue Truth While Finding Yours
    At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees. We know that when you’re empowered to pursue your passions, it is reflected in the work. That’s why we’re committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers. If you’re looking for a place that values passion, integrity, and a desire to learn, we’d love to hear from you! 
     
    We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack — pick your metaphor). It’s a multi-billion dollar space typically dominated by service-oriented vendors, and we’re coming at it with cutting-edge technology and elegant design. It’s working, and we’ve been growing very rapidly: we host hundreds of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today. 
     
    Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity, including the California Equal Pay Act.  Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
    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.
    Job Overview