Eve

Team Lead, Customer Success Manager

Eve

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Senior

Tech Stack

Swift

About the role

  • Lead and mentor 3-4 Customer Success team members (L1-L2 CSMs) through regular coaching, training sessions, and performance feedback.
  • Manage a portfolio of 20 small to mid-sized accounts plus overflow, achieving 90%+ retention rates and identifying 15+ annual upsell opportunities.
  • Serve as primary escalation point for complex client issues, ensuring swift resolution and maintaining NPS scores of 80%+.
  • Conduct quarterly business reviews (QBRs) to demonstrate ROI, drive product adoption, and strengthen client relationships.
  • Drive product adoption to achieve 110%+ Matter utilization across portfolio and coach team members to do the same.
  • Design and deliver training programs to enhance team product knowledge, client management skills, and customer success best practices.
  • Partner with Sales, Product, and Support teams to ensure seamless client experiences and provide feedback for continuous improvement.

Requirements

  • Emerging Leadership Skills: Natural mentor and coach with 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.
  • 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.