Senior Customer Success Manager (Strategic Legal)

Who you are

You have 5+ years of experience in customer success or account management, ideally within the legal or technology sectors — you understand the nuances of working with law firms and can navigate complex client relationships with ease. Your consultative approach allows you to build high-trust relationships, ensuring that clients feel supported and valued throughout their journey with Everlaw.

You possess deep workflow expertise and legal industry knowledge — you can effectively guide clients through change management processes and help them integrate Everlaw's solutions into their core business strategies. Your ability to communicate clearly and effectively with diverse stakeholders is one of your key strengths, enabling you to advocate for clients while aligning their needs with Everlaw's offerings.

You thrive in environments that require adaptability and strategic thinking — you are comfortable managing multiple accounts and projects simultaneously, always prioritizing client success and satisfaction. Your proactive nature drives you to identify opportunities for improvement and innovation, ensuring that clients realize the full value of Everlaw's services.

Your passion for empowering customers is evident in your work — you take pride in helping clients achieve measurable results and drive adoption of new technologies. You are committed to doing what’s right for both clients and Everlaw, fostering a culture of integrity and collaboration.

Desirable

Experience working with AmLaw 200 firms or similar high-profile clients would be a significant advantage — you understand the expectations and demands of top-tier law firms and can tailor your approach accordingly. Familiarity with legal technology solutions is also a plus, as it will enhance your ability to provide valuable insights and recommendations to clients.

What you'll do

As a Senior Customer Success Manager at Everlaw, you will serve as a strategic partner and trusted advisor to top US and Canadian law firms — your primary responsibility will be to ensure customer success by driving adoption and delivering measurable results. You will leverage your deep workflow expertise and legal industry knowledge to guide clients through the integration of Everlaw's solutions into their core business strategies.

You will proactively engage with clients to understand their unique needs and challenges — this involves conducting regular check-ins, providing training and support, and identifying opportunities for upselling or cross-selling additional services. Your consultative approach will enable you to build high-trust relationships, ensuring that clients feel supported and valued throughout their journey with Everlaw.

You will collaborate closely with internal teams, including product, sales, and support, to advocate for client needs and ensure that their feedback is incorporated into Everlaw's offerings — your insights will help shape the future of the product and enhance the overall customer experience.

You will also be responsible for tracking and reporting on key performance metrics related to customer success — this includes monitoring adoption rates, customer satisfaction scores, and overall engagement levels. Your analytical skills will enable you to identify trends and areas for improvement, allowing you to make data-driven recommendations to clients and internal stakeholders.

What we offer

At Everlaw, we are committed to the professional growth of our team members — we offer an annual learning and development stipend to support your continuous learning and career advancement. Our company culture is open and democratic, fostering an environment where everyone’s voice is heard and valued.

You will have the opportunity to work in a hybrid environment, with in-office days on Monday, Wednesday, and Thursday — this flexibility allows you to balance your professional and personal commitments while contributing to a collaborative team atmosphere. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of diverse backgrounds and perspectives to drive innovation and success.