• Drive Customer Success Outcomes • Increase renewal rates and reduce churn • Expand our revenue in accounts through cross-sell and up-sell • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores • Drive new business growth through greater advocacy and reference-ability • Define and Optimize Customer Lifecycle • Map customer journey • Develop listening points in journey (e.g., usage, satisfaction, etc.) • Standardize interventions for each point in journey • Define segmentation of customer base and varying strategies • Identify opportunities for continuous improvement • Learn from best practices in industry • Manage Customer Success Activities • Onboarding • Training • Professional Services • Customer Support • Customer Success Management • Renewals • Cross-sell / Up-sell • Advocacy • Measure Effectiveness of Customer Success • Define operational metrics for team • Establish system for tracking metrics • Create cadence for review within team • Expose subset of metrics to executive team, company and board • Deliver Sales Related Advice and Strategies to Customers • Understand how sales processes function • Be able to advise our customers who may be in high level roles • Enhance Effectiveness and Efficiency Through Technology • Support systems • Customer marketing software • Reference and advocacy solutions • Create rapid onboarding process for new team members • Foster collaboration within team and across customer lifecycle • Delivering webinars on a weekly basis • Encourage continuous learning within team • Inspire Customer Success Across Company • Create company-wide culture of Customer Success • Align with Marketing around marketing to existing clients • Align with Product around driving product roadmap • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus • Align with Finance around measurement and forecasting • Align with Executive Team around key metrics and objectives • Drive company-wide definition of ideal customer • Create company-wide customer feedback loop • Produce two pieces of blog content per month • One should be a case study of a customer • One should be a LeadFuze best practices piece

Company Overview: Eve is an industry leader in legal tech, empowering plaintiff attorneys with AI-driven solutions to achieve better outcomes for their clients. Our core values—Excellence, Visionary Innovation, and Elevation—drive everything we do. We are committed to providing tools that transform the legal industry and support our clients' success at every step. Targeting a total addressable market (TAM) of over $500 billion, we are positioned at the forefront of a rapidly expanding industry. Why Join Eve: As a Customer Success Manager, you'll be at the forefront of transforming the legal industry. You'll drive adoption of our cutting-edge technology, maximize value for law firm clients, and directly impact their success and our company's growth. This role offers the opportunity to elevate your career, tackle complex challenges, and shape the future of legal technology. What You Will Accomplish - Drive Client Success and Growth: Ensure high adoption, retention, and expansion of Eve's suite of solutions among law firm clients. Achieve and maintain client satisfaction scores above 90%, while driving a 15% year-over-year increase in average contract value through strategic upsells and cross-sells. - Onboarding: Enable teams at firms using Eve in 90 days or less. - Maximize Product Utilization: Achieve 90% Case/Matter utilization, increase user engagement by 90% within six months, and attain 75% adoption of key features. - Demonstrate Value: Generate 5+ annual case studies showcasing ROI. Develop 3+ new product use cases yearly. - Contribute to Product Evolution: Provide client feedback to inform product roadmap development. - Maintain Client Relationships: Achieve 90%+ retention rate through proactive engagement and support. What We Are Looking For - Legal Industry Expertise: Comprehensive knowledge of law firm operations, compliance, and current legal sector trends. - Technical Proficiency: Mastery of legal tech solutions, especially Eve's products, with ability to explain complex concepts to non-technical professionals. - Data Analysis and Reporting: Strong analytical skills with expertise in legal-specific metrics and ability to present insights effectively. - Project Management and Communication: Excellent project coordination and communication skills, with a consultative approach to solving law firm challenges. - Problem-Solving and Adaptability: Creative problem-solver capable of managing multiple accounts across various practice areas and firm sizes. - Networking and Industry Engagement: Strong relationship-building skills with willingness to travel for client visits and industry events. You Will Thrive in This Role If You Have - 5+ years of Customer Success experience, ideally working with mid-size and enterprise accounts - A strong understanding of legal tech or SaaS industry (experience in legal tech is a plus). - Proven acumen around planning and managing a large book of business in a fast-paced environment. - Excellent communication skills and the ability to present complex information across various stakeholders. - An Eagerness to learn, adapt, and bring creative solutions to client needs Benefits - 💰 Competitive Salary & Equity - 💹 401(k) Program with Employer Matching - ⚕️ Health, Dental, Vision and Life Insurance - 🩼 Short Term and Long Term Disability - 🚗 Commuter Benefits - 🧑‍💻 Autonomous Work Environment - 🖥️ Office Setup Reimbursement - 🏝 Flexible Time Off (FTO) + Holidays - 🚀 Quarterly Team Gatherings - 🥪 In office Perks Compensation - Compensation at Eve is highly competitive and determined based on experience, seniority, and considerations of both internal and external equity, as well as location. - In addition to a compelling salary and performance-based bonuses, we offer an equity component that provides meaningful ownership and the opportunity to share in the company's long-term success.

Order.co is a B2B Ecommerce Platform that simplifies purchasing. Our strength has always been our unique edge: transforming how businesses connect with vendors through our marketplace. We're not just improving workflows—we're redefining how procurement, operations, accounting, and payments come together to drive efficiency and innovation. Every step – requisition, approval, payment, and reconciliation – is curated and automated to make purchasing across all your vendors, locations and teams as easy as purchasing for your personal lives. Founded in 2016 and headquartered in New York City, Order.co oversees nearly half a billion dollars in annualized spend across hundreds of customers like WeWork, SoulCycle, and Lume. Order.co has raised $70M+ in funding from industry-leading investors like MIT, Stage 2 Capital, Rally Ventures, 645 Ventures, and more. Order.co has been proudly named as a 50 to Watch by Spend Matters and a Best Place to Work by BuiltIn and Inc. Magazine. The RoleWe’re seeking a Customer Success Manager to join the Customer Success team at Order.co and own the post-sale & post-implementation experience for a growing portfolio of customers. This role is critical to ensuring customers realize ongoing value from the platform, deepen adoption over time, and view Order.co as a strategic partner in their purchasing and payments operations. Reporting to Customer Success leadership, the Customer Success Manager will manage the full customer lifecycle, from onboarding and adoption through retention and expansion, serving as a trusted advisor to Operations and Finance stakeholders across small, mid-market, and complex organizations. This role blends relationship management, consulting, and revenue ownership, with a strong emphasis on proactive engagement, churn mitigation, and net revenue retention. The ideal candidate is highly consultative, commercially minded, and energized by helping customers achieve tangible business outcomes. You’ll collaborate closely with Product, Operations, and Support teams to surface insights, resolve risks early, and continuously improve the customer experience. Above all, you’ll play a key role in driving long-term customer loyalty, growth, and advocacy as Order.co continues to scale. Responsibilities - Serve as the main point of contact for your assigned accounts, owning the full post-sale customer journey and building strong relationships with Operations and Finance professionals at small, medium, and large, complex organizations - Retain and grow a rapidly expanding book of business - Serve as the expert and go-to consultant for your accounts on purchasing and payments best practices - Dig deep to understand clients’ business goals and educate them how to leverage their Order subscription to meet these goals - Proactively increase our share of wallet with clients; meet aggressive revenue targets while simultaneously mitigating churn and building brand champions (NRR is the name of the game) - Collaborate with our Operations & Product team to translate customer feedback into improvements across our platform - Monitor your account’s Support ticket volume and escalate risk proactively - Work closely with Management to understand analytical trends for your Clients and areas of strategic opportunity Qualifications - You have 2+ years in an Account Management or Customer Success role, ideally in a B2B SaaS environment - You have consistently met and/or exceeded revenue and/or retention targets - You have experience managing client data within a CRM, and are familiar with highly consultative, short sales cycles. - You are exceptionally skilled at building strong business relationships. You can work equally well with end users and C-level decision-makers. - You are action-oriented, results driven, and able to work in a team environment - You are able to prioritize autonomously and ask for advice or help when necessary - You are an excellent and collaborative communicator across both written and verbal mediums - You are a self-aware, team-focused asset who can provide insight into process optimization What you’ll receive: - A competitive compensation package including base and uncapped variable components as well as stock options - The opportunity to grow quickly within the GTM organization - Employer-sponsored 401(k) - A deep knowledge and understanding of selling a SaaS B2B product in the purchasing and payment space - The opportunity to grow and perform in a fast-paced environment alongside a stellar team - Flexible time off and remote work policies - Robust medical, dental, vision, and wellness benefits - Generous leave policies and support for new and current parents - The anticipated annual salary range for this role is $80,000-$100,000 OTE. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.

***PLEASE SUMBIT YOUR APPLICATION/RESUME IN ENGLISH*** Do you enjoy having responsibility over an entire market to manage and grow? Are you motivated by working closely with customers solving their online marketing strategy challenges? Do you take pride in helping your customers succeed and constantly looking for opportunities to up-sell? As a Customer Success Manager at Smartly, you’ll take ownership of your own customers from week one, give consultative advice, scope and lead successful product trials and drive customer engagement. You'll function as the crucial link between customers, Facebook, and our product development team. You'll get a seat in the cutting edge, fast-paced online marketing industry, which allows you to learn super fast about growing and nurturing your own target market, managing customer relationships with large advertisers, and scaling the operations of an ambitious growth company. As a Customer Success Manager at Smartly, you will... - Manage and nurture your own customer accounts through day to day communication and online marketing expertise - Work closely with customers to hone their online marketing strategy and quickly resolve advertiser issues including scaling budgets, campaign performance and manual work - Take full ownership and responsibility of growing and managing your own target market and develop vertical expertise (e.g. e-commerce, travel, classified, mobile apps, etc.) - Develop and maintain excellent knowledge and skills of the Smartly tool and Facebook advertising in general so that you’re constantly able to solve customer problems - Build, manage and develop strong relationships with customers and Facebook - Collaborate with customers, Smartly Customer Success Managers and the product development team to maintain the quick feedback loop We're definitely looking for you, if you... - Are driven to combine the work of managing your own customers, solving their online marketing challenges and building long-term relationships - Have 3+ years of account management experience in B2B SaaS businesses or corresponding agencies, preferably in the online marketing domain - Have great communication skills to be able explain complex concepts clearly and efficiently and give consultative advices to help customers grow their performance - Have professional spoken and written English plus fluency in Spanish. - Are able and willing to travel for meetings, conferences and industry events About SmartlySmartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it. Visit Smartly to learn more. The processing of your information is described in our Candidate Privacy Notice.