Senior Customer Success Manager (Strategic Legal)

As a Senior Customer Success Manager in the Strategic Legal segment at Everlaw, you’ll serve as a strategic partner and trusted advisor to top US (AmLaw 200) and Canadian law firms. You’ll leverage deep workflow expertise and legal industry knowledge to help customers realize the full value of Everlaw, proactively guiding them through change management and enabling them to integrate our solutions into their core business strategies. With a focus on building high-trust relationships, you’ll demonstrate credibility, reliability, and a consultative approach—ensuring customer success, driving adoption, and delivering measurable results. If you are passionate about empowering customers, thrive in dynamic environments, and are committed to doing what’s right for both clients and Everlaw, we encourage you to join our mission to promote justice by illuminating the truth.

At Everlaw, our mission is to promote justice by illuminating the truth. Our company culture is open and democratic and we’re committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you’re looking for a place that values passion, integrity, thinking big, and a desire to learn, we’d love to hear from you! Think you’re missing some of the skills and are hesitant to apply? We do not believe in the ‘perfect’ candidate and encourage you to apply if you feel you can bring value to our team. 

This is a full-time, exempt position based in our Oakland, CA or New York City, NY office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr.

Getting started

• We want you to feel like part of the team early on. Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals.
• We’re excited for you to learn, grow, and contribute right away. We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1. You’ll work to become a product expert, helping you provide industry-leading coaching and training to improve adoption of Everlaw.

In your role, you'll...

• Own net dollar retention and case growth across your strategic book of business
• Become a trusted advisor to executive and practice group leaders, leveraging deep Fortune 500 workflow expertise to shape eDiscovery and GAI strategy and tie Everlaw to top corporate initiatives
• Confidently position and demo Everlaw, showcasing sub-segment–specific use cases and enabling customers to launch and refine workflows that drive measurable adoption, utilization, and value
• Use change management skills to lead customers through the full journey, proactively driving feature adoption, closing assigned Calls to Action, shortening time-to-value, and balancing what’s right for customers and Everlaw
• Lead regular check-ins, Business Reviews, and ROI conversations, clearly communicating complex concepts in verbal, written, and presentation formats
• Own account health, identifying growth opportunities, mitigating churn risk, and expanding relationships through credibility, reliability, and personal trust
• Partner with Sales, Product, and Support to align stakeholders, surface and progress renewal and expansion opportunities, and demonstrate strong executive presence with internal and external leaders
• Serve as the primary point of contact accountable for customers’ business outcomes with Everlaw, operating with proactive ownership, a growth mindset, and minimal need for oversight
• Continuously improve the Customer Success function by refining processes, codifying best practices, and acting as both a voice of the customer and a mentor to early-in-career teammates

About you

• You have at least 8 years of experience in customer success with enterprise and strategic accounts; industry experience in eDiscovery, legal tech, or software consulting (especially with AmLaw 200 or large law firms) is a plus.
• You operate as a trusted advisor and strategic partner, not a reactive order-taker, by combining deep workflow knowledge with change-management expertise to help customers modernize workflows, manage risk, and drive efficiency through thoughtful change management and solution adoption
• You take a consultative, value-led approach to account growth, collaborating with Sales on account management exercises that uncover expansion opportunities, support renewals, and grow ARR while maintaining strong customer advocacy and long-term relationships
• You are outcomes- and data-driven, leveraging usage metrics, health indicators, and customer insights to proactively manage your book of business, prioritize engagement, and focus on the highest-impact initiatives
• You excel at navigating complex corporate environments, engaging stakeholders across Legal, Legal Operations, IT / InfoSec, Procurement, and executive leadership, and building internal champions who drive adoption and long-term success
• You are comfortable presenting business value and strategic insights to senior leaders, including General Counsel, Legal Operations leaders, and other executives, and can confidently lead high-stakes or sensitive conversations with confidence, composure, and executive presence
• You are strategic, analytical, process-oriented, and able to manage competing priorities in a fast-paced environment while taking full ownership of outcomes without the need for close oversight
• You are an exceptional communicator (verbally, in writing, and in presentations) and thrive in environments that demand strong time management, adaptability, and resilience
• You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions

Benefits

• The expected salary range for this role is between $157,000 - $199,000. This role is also eligible for additional incentive pay/commission. The final offered salary will be dependent upon many factors including the candidate’s experience and skills. The base pay range is subject to change in the future.
• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care expenses
• Paid parental leave and approximately 10 days (80 hours) per year of sick leave
• Seventeen paid vacation days plus 11 federal holidays
• Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
• 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

Perks

• Work in uptown Oakland or mid-town New York City with easy access to multiple subway lines
• Flexible work-from-home days on Tuesdays and Fridays
• Monthly home internet reimbursement
• Select your preference of hardware (Mac or PC) and customize your desk setup
• Enjoy a wide variety of snacks and beverages in the office
• Bond over company-wide out-of-the-box events and fun activities with your team
• Take advantage of learning and career development opportunities 
• Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
• One of Wealthfront’s 2021 Career Launching Companies, and ranked #2 on the “2022 Bay Area Best Places to Work” list by the San Francisco Business Times and the Silicon Valley Business Journal
• One of Fast Company’s World's Most Innovative Companies for 2022 and proud contributor of free ediscovery resources to benefit the greater good through “Everlaw for Good”
• #LI-KV1
• #LI-Hybrid