Senior Customer Success Manager (Strategic Legal)
The Senior Customer Success Manager (Strategic Legal) at Everlaw is a pivotal role within the company's Strategic Legal segment, focusing on top U.S. (AmLaw 200) and Canadian law firms. This position involves serving as a strategic partner and trusted advisor, leveraging deep workflow expertise and legal industry knowledge to help clients realize the full value of Everlaw's solutions. The role emphasizes building high-trust relationships, demonstrating credibility, reliability, and a consultative approach to ensure customer success, drive adoption, and deliver measurable results.
Key responsibilities include owning net dollar retention and case growth across a strategic book of business, establishing oneself as a trusted advisor to executive and practice group leaders, and confidently applying Everlaw as a solution by demonstrating sub-segment–specific use cases and features. The role also involves leveraging change management expertise to guide customers through the full customer journey, proactively driving feature adoption, leading regular check-ins, success reviews, and customer-recognized ROI conversations, managing account health to identify growth opportunities, and partnering cross-functionally with Sales, Product, and Support to align stakeholders and ensure renewal and expansion opportunities are identified and closed.
Candidates should have at least 8 years of experience in customer success with enterprise and strategic accounts, with industry experience in eDiscovery, legal tech, or software consulting (especially with AmLaw 200 or large law firms) being a plus. The ideal candidate operates as a trusted advisor and strategic partner, 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. A consultative, value-led approach to account growth, outcomes- and data-driven mindset, and the ability to navigate complex customer organizational structures are essential. Exceptional communication skills, both verbal and written, and the ability to thrive in a fast-paced environment are also important.
The expected salary range for this role is between $157,000 and $199,000 per year, with additional incentive pay/commission. Benefits include an equity program, 401(k) retirement plan with company matching, health, dental, and vision insurance, flexible spending accounts for health and dependent care expenses, paid parental leave, 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 a membership to Modern Health to help employees prioritize mental health and wellness. An annual allocation for learning and development opportunities and applicable professional membership dues are also provided.
Everlaw's mission is to promote justice by illuminating the truth, fostering an open and democratic company culture committed to the professional growth of team members. The company offers an annual learning and development stipend and regular check-ins with managers regarding career goals. Employees enjoy a flexible work-from-home schedule, with in-office work on Mondays, Wednesdays, and Thursdays, and the option to work from home on Tuesdays and Fridays. The office is located in mid-town New York City with easy access to multiple subway lines. Additional perks include monthly home internet reimbursement, customizable hardware preferences (Mac or PC), a variety of snacks and beverages in the office, and company-wide events and activities. Everlaw has been recognized as one of Glassdoor's Best Places to Work 2023 for U.S. small and medium 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.