Senior Customer Success Manager (Strategic Legal) at EVERLAB

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

31 Mar, 26

Salary

199000.0

Posted On

31 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Change Management, eDiscovery, Legal Tech, Workflow Expertise, Metrics-Driven, Strategic Insights, Communication, Relationship Building, Account Management, Consultative Approach, Problem Solving, Analytical Skills, Presentation Skills, Team Collaboration, Growth Mindset

Industry

Software Development

Description

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 New York City 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... Be responsible for net dollar retention and case growth across your strategic book of business. Establish yourself as a trusted advisor and strategic partner to executive and practice group stakeholders, leveraging deep sub-segment and workflow expertise (AmLaw 200 and Canadian firms) to influence eDiscovery and GAI strategy and integrate Everlaw into top-level firm initiatives. Confidently apply Everlaw as a solution by demoing sub-segment–specific use cases and features, enabling users to launch and refine starter workflows that drive measurable adoption, utilization, and value. Leverage change management expertise to guide customers through the full Customer Journey, proactively driving feature adoption, closing out assigned CTAs, shortening time-to-value, and ensuring we do the right thing for both our customers and Everlaw. Lead and own regular check-in calls, Success Reviews, and customer-recognized ROI conversations, clearly communicating complex concepts in verbal, written, and presentation formats. Manage account health to identify growth opportunities, mitigate churn risk, and expand customer relationships through high credibility, reliability, and personal trust. Partner cross-functionally with Sales, Product, and Support to align stakeholders, ensure renewal and expansion opportunities are identified, worked, tracked, and closed, and demonstrate strong executive presence with internal and external leaders. Serve as the primary point of contact accountable for achieving customers’ target business outcomes with Everlaw, operating with proactive ownership, a growth and value mindset, and minimal need for micro-management. Contribute to the ongoing improvement of the Customer Success team by refining processes and motions, codifying best practices, and serving as both a voice of the Customer and a mentor to early-in-career team members. About you You have 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 act as a trusted advisor and strategic partner, not a tactical order-taker, bringing strong workflow expertise and change management experience to help customers apply Everlaw as a solution and successfully adopt new ways of working. You have a deep understanding of growth and adoption strategies, are metrics- and outcomes-driven, and use data to proactively manage your book of business, prioritize CTAs, and focus your time where it has the most impact. You can navigate complex customer organizational structures, develop champions throughout the organization, and influence customer behavior, building high-trust relationships grounded in credibility, reliability, and low self-orientation. You are comfortable presenting business value and strategic insights to senior executives and leading complex or high-stakes conversations, bringing confidence, composure, and executive presence while aligning internal and external stakeholders. You are strategic, analytical, and process-driven, able to manage multiple competing priorities while taking proactive accountability for your role, deliverables, and development without the need for micro-management. You are an exceptional communicator (verbal, written, and presentation) and thrive in a fast-paced environment that requires strong time-management skills, resilience, and adaptability. 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 Find out more about our Benefits and Perks Perks Work in 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 Pursue Truth While Finding Yours At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees. We know that when you’re empowered to pursue your passions, it is reflected in the work. That’s why we’re committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers. If you’re looking for a place that values passion, integrity, and a desire to learn, we’d love to hear from you! About Everlaw We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack -- pick your metaphor). It's a multi-billion dollar space typically dominated by service-oriented vendors, and we're coming at it with cutting-edge technology and elegant design. It's working, and we've been growing very rapidly: we host hundreds of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today. Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity, including the California Equal Pay Act. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We collect and process the personal information you provided along with your job application in accordance with our Applicants Privacy Notice and Notice at Collection. When preparing to engage with Everlaw as a candidate, you may use AI tools for research, polishing application materials, and interview prep. However, any assessments (unless explicitly stated), remote interviews or live interviews must be completed independently without AI support. By submitting your application, you agree to adhere to these rules. Here's the link to our full policy, and please reach out with any questions! We use Covey as part of our hiring and/or promotional processes. As part of the evaluation process, we provide Covey with job requirements and candidate-submitted applications. Certain features of the platform may qualify it as an Automated Employment Decision Tool (AEDT) under applicable regulations. For positions in New York City, our use of Covey complies with NYC Local Law 144. We began using Covey Scout for Inbound on the 9th of June, 2025.

Responsibilities

The Senior Customer Success Manager will be responsible for net dollar retention and case growth across a strategic book of business, acting as a trusted advisor to law firms. They will guide customers through the full Customer Journey, ensuring feature adoption and driving measurable results.