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Customer Success Manager II - Large Legal

Everlaw

Everlaw

Customer Service, Legal, Sales & Business Development
Washington, DC, USA
Posted on Saturday, November 18, 2023

Everlaw is seeking a Customer Success Manager II that demonstrates our company values of respect for users, process-driven growth, and attention to detail! As a Customer Success Manager, you’ll set your own bar to build and nurture collaborative relationships with our clients to drive strong user adoption, customer satisfaction, and value, ensuring that they ultimately renew and grow their relationship with us. With enthusiasm and clarity, you’ll use your product expertise to coach and educate our clients on how to best leverage our product, troubleshoot questions related to the platform or underlying client data, and ensure that our clients are successful and delighted by their Everlaw experience. We are looking for a Customer Success Manager who is passionate about customers and the ways in which they use technology to drive results and meet their goals. Your contribution will matter as you’ll help law firms reach their full potential with a sophisticated and powerful platform to discover truth and promote justice.

At Everlaw, our mission is to promote justice by illuminating 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 either our New York City or Washington D.C. 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. 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. 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...

  • Leverage your up to date knowledge of Everlaw platform to advise customers on using Everlaw capabilities to improve customer workflow and increase the review quality, throughput and level of collaboration/productivity of the team.
  • Demonstrate deep knowledge of Everlaw’s products and integrations, while keeping up with industry trends and competitors
  • Become the primary point of contact, accountable to achieving customer’s target business outcomes with Everlaw.
  • Be customer’s source of leading practices and new Everlaw features
  • Ensure an exceptional experience for all customers and work to support product adoption and relationship growth.
  • Manage the entire post-sales customer lifecycle, from onboarding, training, adoption, support, renewal, expansion, and relationship building.
  • Contribute to the ongoing improvement of the Customer Success team by developing process and system changes, designing new or updating existing motions, building templates and tools to codify best practices, with your learnings and observations.
  • Increase retention and revenue growth with regular check-in calls, Quarterly Business or Success Reviews, high-quality service, and customer recognized Return on Investment (ROI).
  • Use your growth mindset to scale the Success team with service evolution, documentation, and process improvement.
  • Track account health to identify growth opportunities, churn risks, and work proactively to deliver a superb customer experience.
  • Partner with Sales to ensure renewal and expansion opportunities are identified, worked, tracked and closed.
  • Act as a voice of the Customer by providing and synthesizing feedback for our Product team.
  • Track, manage, and drive resolution of escalations with client and internal resources.
  • Collaborate with the rest of the Customer Success team to develop industry leading processes and best practices for delivering success to clients.
  • Mentor early-in-career team members in your role as a customer’s solution expert, trusted advisor and advocate.
  • Proactively participate in marketing events, webinars, conferences as an expert level brand ambassador of Everlaw. Leverage every customer facing opportunity to generate customer awareness, discover and analyze pain points and solve problems.

About you

  • You have at least 7 years of experience in customer success or account relationship management, ideally with industry experience in eDiscovery or in legal technology.
  • You are intellectually curious and channel the curiosity into discovering customer challenges and pains.
  • You have strong problem solving skills which enable you to learn fast and think on your feet.
  • You have exceptional oral and written communication skills that show enthusiasm, energy, and empathy under pressure.
  • You are comfortable in a fast-paced environment that requires strong time-management skills, and collaboration with our technical and business teams. You like to remain curious and adaptable in an ever-changing environment.
  • You are strategic, analytical, process driven, and can successfully manage multiple competing priorities at the same time.
  • You have a proven track record of success working with enterprise-level accounts with a customer-centric approach.
  • You are passionate about technology and helping others to understand how it can accomplish their goals.
  • You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions.

Benefits

  • The expected salary range for this role is between $130,000 - $165,000. The final offered salary will be dependent upon many factors including the candidate’s experience and skills. The base pay range is subject to change in the future.
  • Equity program
  • 401(k) retirement plan with company matching
  • Health, dental, and vision
  • Flexible Spending Accounts for health and dependent care expenses
  • Paid parental leave and approximately 10 days (80 hours) per year of sick leave
  • Seventeen paid vacation days plus 11 federal holidays
  • Membership to Modern Health to help employees prioritize mental health and wellness
  • Annual allocation for Learning & Development opportunities and applicable professional membership dues
  • Company-sponsored life and disability insurance
  • Find out more about our Benefits and Perks

Perks

  • Work in our downtown Washington D.C. office
  • Flexible work-from-home days on Tuesdays and Fridays
  • Monthly home internet reimbursement
  • Select your preference of hardware (Mac or PC) and customize your desk setup
  • Enjoy a wide variety of snacks and beverages in the office
  • Bond over company-wide out-of-the-box events and fun activities with your team
  • Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
  • Take advantage of learning and career development opportunities
  • Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
  • One of Wealthfront’s 2021 Career Launching Companies, and ranked #2 on the “2022 Bay Area Best Places to Work” list by the San Francisco Business Times and the Silicon Valley Business Journal
  • One of Fast Company’s World's Most Innovative Companies for 2022 and proud contributor of free ediscovery resources to benefit the greater good through “Everlaw for Good”
  • #LI-KV1
  • #LI-Hybrid
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.
We collect and process the personal information you provided along with your job application in accordance with our Applicants Privacy Notice and Notice at Collection.