Customer Success Manager (Mid-Market Legal)

As a Customer Success Manager in the Mid-Market Legal segment at Everlaw, you’ll serve as a strategic partner and trusted advisor to Mid-Market US and Canadian law firms. You’ll leverage workflow expertise and help drive innovation within our team scalability practice to help customers realize the full value of Everlaw, proactively guiding them through change management and enabling them to integrate our solutions into their core business strategies. With a focus on building high-trust relationships, you’ll demonstrate credibility, reliability, and a consultative approach—ensuring customer success and driving product adoption & growth. If you are passionate about empowering customers, thrive in dynamic environments, and are committed to doing what’s right for both clients and Everlaw, we encourage you to apply! 

At Everlaw, our mission is to promote justice by illuminating the 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 our Oakland 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.
• 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...

• Be responsible for net dollar retention and consumption growth across your book of business.
• Establish yourself as a trusted advisor and strategic partner to executive and key stakeholders, leveraging deep sub-segment and workflow expertise to influence eDiscovery and GAI strategy.
• Confidently apply Everlaw as a solution by demoing sub-segment–specific use cases and features, enabling users to launch and refine starter workflows that drive measurable adoption, utilization, and value.
• Leverage change management expertise to guide customers through the full Customer Journey, proactively driving feature adoption, closing out assigned tactical CTAs, shortening time-to-value, and ensuring we do the right thing for both our customers and Everlaw.
• Lead and own regular check-in calls, Success Reviews, and customer-recognized ROI conversations, clearly communicating complex concepts in verbal, written, and presentation formats.
• Manage account health to identify growth opportunities, mitigate churn risk, and expand customer relationships through high credibility, reliability, and personal trust.
• Partner cross-functionally with Sales, Product, and Support to align stakeholders, ensure renewal and expansion opportunities are identified, worked, tracked, and closed, and demonstrate strong executive presence with internal and external leaders.
• Serve as the primary point of contact accountable for achieving customers’ target business outcomes with Everlaw, operating with proactive ownership, a growth and value mindset, and minimal need for micro-management.
• Contribute to the ongoing improvement of the Customer Success team by refining processes and motions, codifying best practices, and driving innovation to scalability through strategy/automation.

About you

• You have at least 2 years of experience in customer success with SMB, Mi-Market, and/or enterprise accounts; industry experience in eDiscovery, legal tech, or software consulting (in the legal industry) is a plus.
• You act as a trusted advisor and strategic partner, not a tactical order-taker, bringing strong workflow expertise and change management experience to help customers apply Everlaw as a solution and successfully adopt new ways of working.
• You have a deep understanding of growth and adoption strategies, are metrics- and outcomes-driven, use data to proactively manage your book of business, prioritize CTAs, and focus your time where it has the most impact.
• You can navigate customer organizational structures, develop champions throughout the organizati...