Everlaw is seeking a Customer Success Manager that demonstrates our company values of respect for users, process-driven growth, and attention to detail! As a Customer Success Manager, you will build and nurture collaborative relationships with our clients to drive strong user adoption, customer satisfaction, and value, ensuring that they ultimately renew and grow their relationship with us. With enthusiasm and clarity, you will use your product expertise to coach and educate our clients on how to best leverage our product, troubleshoot questions related to the platform or underlying client data, and ensure that our clients are successful and delighted by their Everlaw experience. We are looking for CSMs who are passionate about customers and the ways in which they use technology to drive results.

At Everlaw, our mission is to promote justice by illuminating 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 on-site position located in Oakland, California.

In your first few months, you will

• Work to become a product expert, helping you provide top coaching and training to improve adoption of Everlaw
• Ensure an exceptional experience for all customers and work to support product adoption and relationship growth. You’ll partner with Sales to ensure renewal & expansion opportunities are identified & closed.
• Track account health to identify churn risks, and work proactively to eliminate that risk
• Act as a the voice of the Customer by providing and synthesizing feedback for our Product team
• Track, manage, and drive resolution of escalations with client and internal resources
• Collaborate with the rest of the Customer Success team to develop industry leading processes and best practices for delivering success to clients
• Feel like part of the team! Our onboarding process will integrate you into the company with informative sessions on our policies, processes, and team structure and goals. 
• Learn, grow, and contribute right away. We trust that you will bring experience and knowledge that will uplift the team, but we don’t expect you to know everything on Day 1. You will have time to develop your product knowledge and get up to speed on all aspects of Everlaw. 

In your first year, you will

• Manage the entire post-sales process, from onboarding, training, adoption, support, renewal, and relationship building
• Increase retention and revenue growth with regular check-in calls, QBRs, and top of class support
• Contribute to scalability of the Success team with documentation and process optimization

About you

• You have exceptional oral and written communication skills that show enthusiasm, energy, and poise
• You are comfortable in a fast-paced environment that requires strong time-management skills and collaboration with our technical and business teams
• You are exceptionally organized, detail-oriented, and process driven, and can successfully manage multiple competing responsibilities at the same time
• You demonstrate a record of success and have experience working with enterprise-level accounts
• You love technology and understand how it's best used
• You have a Bachelor’s degree and a dedication to ongoing learning
• You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions. 

Pluses

• Industry experience (SaaS or ediscovery) is a plus, but not required

Benefits

• Competitive salary 
• Substantial equity 
• 401k with company matching
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care expenses
• Fully paid pregnancy and bonding leaves for new parents (including adoptive and foster)
• Seventeen paid vacation days plus ten bankable federal holidays 
• Annual allocation for Learning & Development opportunities and applicable professional membership dues
• Company-sponsored life and disability insurance

Perks

• Work in Downtown Oakland, just steps from the BART line and dozens of restaurants
• Select your preference of hardware (Mac or PC) and customize your desk setup
• Bond over team lunches and out-of-the-box events 
• Voted one of "San Francisco Bay Area's Best and Brightest Companies" and one of "Inc Magazine's Best Workplaces"

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. 

If you’re looking for an open, democratic company culture that values passion, integrity, and a desire to learn, we want to hear from you.

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 preferred pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.