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Senior Customer Success Leader
2 months ago
EvenUp is on the lookout for a seasoned and proactive Senior Manager of Customer Success to spearhead our customer success division. This pivotal role is designed to guarantee our clients' achievements and contentment through outstanding support, strategic guidance, and leadership. The ideal candidate will possess exceptional leadership qualities, strong interpersonal skills, and a genuine enthusiasm for fostering customer success.
Key Responsibilities:
- Mentor and lead a dedicated team of customer success managers (6-10 CSMs), offering support and coaching to drive high performance and career development.
- Formulate and execute strategies aimed at enhancing platform usage and customer satisfaction, utilizing data-driven insights and industry best practices.
- Identify and capitalize on opportunities for upselling and cross-selling additional services or features to our existing clientele.
- Build and nurture robust relationships with key clients, acting as a trusted advisor and champion for their needs and priorities.
- Collaborate across departments, including sales, product, and marketing, to ensure a cohesive customer experience.
- Analyze customer feedback and data to uncover trends, challenges, and areas for enhancement, developing actionable plans to address them.
- Represent the voice of the customer within the organization, advocating for their needs and influencing product development and improvements.
- Cultivate a comprehensive understanding of EvenUp's offerings, services, and industry trends to effectively support and guide clients.
- Stay informed about emerging technologies and best practices in customer success, applying them to elevate the customer experience and drive business outcomes.
Qualifications:
- Minimum of 5 years of experience in customer success, account management, or a related field, with at least 2 years in a leadership capacity.
- Strong leadership and management capabilities, with a talent for motivating and inspiring a team.
- Excellent communication and interpersonal skills, enabling the establishment of rapport and trust with clients and internal stakeholders.
- Strategic mindset with the ability to design and implement customer success initiatives.
- Willingness to travel occasionally for client meetings or industry events, if necessary.
- Experience in a SaaS or technology-driven environment is preferred.
- Background in legal technology or familiarity with the legal profession is a plus.
Benefits:
At EvenUp, we are committed to empowering every team member to contribute to our mission of creating a more equitable world, regardless of their role or experience level. We offer:
- A selection of medical, dental, and vision insurance plans for you and your family.
- Flexible paid time off and over 10 holidays annually.
- A stipend for enhancing your home office setup for fully remote positions.
- 401k options for employees based in the United States.
EvenUp is an equal opportunity employer dedicated to fostering diversity and inclusion within our workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
About EvenUp:
EvenUp is a rapidly growing venture-backed startup specializing in generative AI, focused on ensuring that injury victims receive the full value of their claims. Our mission is to simplify the legal process for millions of individuals seeking justice, particularly those from underrepresented backgrounds. Our innovative ML-driven software assists attorneys in accurately assessing case values, thereby facilitating larger settlements in a timely manner. As we evaluate more cases, our proprietary data enhances the accuracy of our predictions, delivering increased value to both attorneys and clients.
With significant backing from leading investors, EvenUp is one of the fastest-growing startups, achieving remarkable growth in a short timeframe.
