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Manager, Customer Success
Posted on 2/1/2022
New York, NY, USA
Experience Level
Desired Skills
  • 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
  • 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

201-500 employees

Legal document analysis platform
Company Overview
Everlaw's mission is to promote justice, and supporting a diverse workforce is essential to that mission.
  • 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
  • Annual allocation for Learning & Development opportunities and applicable professional membership dues
  • Company-sponsored life and disability insurance
Company Values
  • Attention to Detail
  • Belief in Process and Commitment to Growth
  • Deep, Not Broad
  • Egoless Communication and Mutual Respect
  • Respect for Users