EvenUp

Enterprise Customer Success Manager

EvenUp

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Salary

💰 $150,000 - $180,000 per year

About the role

  • Regularly conduct executive-level business reviews and deliver adoption analyses to ensure customers are leveraging the full capabilities of EvenUp’s platform.
  • Collaborate with internal teams to deliver tailored value and resolve complex challenges promptly.
  • Partner with customers to define success metrics and align with their long-term business objectives.
  • Develop and execute tailored account plans for each customer, driving measurable outcomes and ensuring mutual success.
  • Build and nurture strong relationships with senior stakeholders and decision-makers, including firm leadership and department heads.
  • Serve as the primary point of contact for all customer-related matters within your portfolio.
  • Own the renewal process for your accounts, working to secure favorable outcomes for both EvenUp and the customer.
  • Proactively identify risks to customer retention and create mitigation strategies to ensure continued success.
  • Identify, recommend, and support strategic upsell and cross-sell opportunities to deepen customer value.
  • Partner with Sales to design customized proposals and solutions that align with customer-specific goals.
  • Document customer feedback, enterprise-level use cases, and success stories to inform internal product development and roadmap planning.
  • Advocate for enterprise customer needs in internal discussions, helping prioritize high-impact features and enhancements.
  • Ensure all customer interactions and account activities are meticulously tracked in the CSP/CRM system.
  • Provide regular updates on account health metrics and identify key trends across your portfolio.
  • Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless and customized customer experiences.
  • Share enterprise-specific insights and best practices with the broader Customer Success team to elevate overall team performance.

Requirements

  • Bachelor’s degree in a related field; MBA or JD is a strong plus.
  • 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with a focus on enterprise customers.
  • Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset.
  • Proven ability to manage a portfolio of enterprise accounts and deliver exceptional results.
  • Ability to facilitate and manage multiple internal stakeholders for each account.
  • Strong problem-solving, critical-thinking, and negotiation skills with a proactive approach to customer challenges.
  • Exceptional interpersonal, communication, and presentation abilities, especially with executive audiences.
  • Familiarity with SaaS business models, particularly recurring revenue and complex account structures, is a strong advantage.
  • Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track enterprise customer health metrics.
  • Legal Tech or experience working with large law firms is a significant plus.
Benefits
  • Choice of medical, dental, and vision insurance plans for you and your family
  • Additional insurance coverage options for life, accident, or critical illness
  • Flexible paid time off, sick leave, short-term and long-term disability
  • 10 US observed holidays, and Canadian statutory holidays by province
  • A home office stipend
  • 401(k) for US-based employees and RRSP for Canada-based employees
  • Paid parental leave
  • A local in-person meet-up program
  • Hubs in San Francisco and Toronto
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementPortfolio ManagementProblem-solvingCritical-thinkingNegotiationPresentation SkillsSaaS Business ModelsRecurring RevenueAccount Planning
Soft Skills
Interpersonal SkillsCommunication SkillsCollaborationRelationship BuildingProactive ApproachAdaptabilityCustomer-first MindsetStakeholder ManagementAnalytical ThinkingStrategic Thinking
Certifications
Bachelor’s DegreeMBAJD