• Asumir la entrega exitosa de los proyectos de los clientes, desde el inicio hasta el lanzamiento. • Gestionar múltiples implementaciones al mismo tiempo. • Coordinar equipos internos (Producto, 3D, Ingeniería, Finanzas). • Supervisar cronogramas, riesgos y dependencias. • Actuar como el principal punto de contacto durante la implementación. • Proveer actualizaciones periódicas y gestionar las expectativas. • Promover la responsabilidad del cliente para aportar los datos necesarios y cumplir con los hitos planificados. • Gestionar cambios de alcance y escalar riesgos cuando sea necesario. • Identificar oportunidades para que los clientes expandan el uso de nuestras soluciones. • Contribuir a crear recorridos estructurados para los clientes que maximicen su valor. • Compartir ideas clave que ayuden a evolucionar el área de Éxito del Cliente hacia un modelo más proactivo.

About Eve Eve is redefining legal technology for plaintiff law firms, and we're building the team that will take us there. We help firms handle more cases, recover more for clients, and grow with AI that works across every stage of a case, from intake through resolution. The next generation of great plaintiff firms will be AI-Native, and Eve is how they get there. But what makes Eve different isn't just the product. It's how we build it. If you're someone who takes ownership, stays curious, and wants to build AI that's already changing how law is practiced, this is where you belong. Product-market fit: Eve is trusted by over 1000+ law firms, and we’re growing fast. Backed by top investors: We’ve raised over $160M from world-class partners including Spark Capital, Andreessen Horowitz(A16z), Menlo Ventures, and Lightspeed. Built by a world-class team: Engineers, designers, and operators from places like Scale, Meta, Airbnb, Cruise, Square, Rubrik, and Lyft are building Eve from the ground up. AI-Native from day one: We’re on the bleeding edge of AI, collaborating directly with teams at OpenAI and Anthropic to build best-in-class AI workflows tailored for legal work. Explosive growth: We are growing 2X revenue Quarter over Quarter. What You'll Do: - Lead and Mentor Emerging Talent: Guide and develop 3-4 Customer Success team members (L1-L2 CSMs) through regular coaching, training sessions, and performance feedback to accelerate their professional growth and client management capabilities. - Drive Client Retention and Growth: Manage a portfolio of 20 small to mid-sized accounts plus overflow, achieving 90%+ retention rates and identifying 15+ annual upsell opportunities to drive expansion revenue. - Serve as Escalation Expert: Handle complex client issues and serve as the primary escalation point for your team, ensuring swift resolution and maintaining NPS scores of 80%+. - Deliver Strategic Client Engagement: Conduct quarterly business reviews (QBRs) that demonstrate clear ROI, drive deeper product adoption, and strengthen long-term client relationships. - Optimize Product Adoption: Achieve 110%+ Matter utilization across your portfolio while coaching team members to drive similar adoption rates with their accounts. - Develop Team Capabilities: Design and deliver training programs that enhance team product knowledge, client management skills, and customer success best practices. - Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to ensure seamless client experiences and provide valuable feedback for continuous improvement. What We're Looking For: - Emerging Leadership Skills: Natural mentor and coach with the ability to inspire and develop junior team members while maintaining high personal performance standards. - Legal Industry Knowledge: Solid understanding of law firm operations, legal workflows, and the challenges facing small to mid-sized legal practices. - Customer Success Expertise: Strong foundation in customer success methodologies, retention strategies, and expansion techniques with proven results. - Problem-Solving Excellence: Exceptional troubleshooting abilities with experience managing complex client escalations and finding creative solutions. - Communication Mastery: Outstanding verbal and written communication skills with the ability to present to diverse stakeholders and facilitate productive team discussions. - Adaptability and Growth Mindset: Thrives in a fast-paced environment while balancing individual account management with team leadership responsibilities. Preferred Qualifications: - 4+ years of Customer Success experience with 1-2 years in a team lead or mentoring capacity, preferably in B2B SaaS environments. - Legal tech or professional services experience with understanding of how small to mid-sized firms evaluate and implement technology solutions. - Portfolio management success with proven ability to manage 15+ accounts simultaneously while maintaining high client satisfaction and retention rates. - Training and development experience with a track record of successfully onboarding and developing junior team members. - Escalation management expertise with experience resolving complex client issues and turning challenging situations into success stories. Final compensation will be determined based on a variety of factors, including but not limited to relevant experience, skills, interview performance, and the scope and level of the role and candidate. US Base Salary Range $167,000—$180,000 USD 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 🖥️ Workplace Setup Reimbursement 🏠 Telecomm Stipend 🏝 Flexible Time Off (FTO) + Holidays 🚀 Quarterly Team Gatherings 🥪 In office Perks* *In office employees only Eve Legal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to your recruiter. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

• As a Customer Success Supervisor, you will be responsible for cultivating strong relationships with our clients, ensuring their ongoing satisfaction, and identifying opportunities for upselling and cross-selling. • Your role is pivotal in driving customer loyalty and maximizing revenue from existing accounts. • Guide clients through the onboarding process, ensuring a smooth and positive experience. • Collaborate with cross-functional teams to ensure the successful implementation of our solutions. • Establish and maintain strong relationships with key stakeholders. • Conduct regular check-ins to understand clients' evolving needs and challenges. • Develop and implement strategies to increase customer retention rates. • Proactively address potential issues and resolve customer concerns promptly. • Identify opportunities to upsell additional products or services based on client needs. • Collaborate with the sales team to explore cross-selling possibilities. • Cultivate customer advocates by identifying satisfied clients willing to provide testimonials or participate in case studies. • Collect and analyze customer feedback to identify areas for improvement. • Work with product development teams to relay customer feedback for continuous product enhancements.

• Own a portfolio of high-value and complex brokerage and team customers • Manage onboarding and implementation for new mid-size and key account customers • Develop trusted relationships with customers through regular touchpoints and executive business reviews • Analyze account usage and performance data • Lead or co-lead strategic initiatives or campaigns • Mentor and support other CSMs by sharing playbooks