Senior Manager, Customer Success (Enterprise Legal)
$163,000–$207,000 year
Hybrid · New York City, New York, United States or Oakland, California, United States
Job Summary
Senior Manager of Customer Success for Everlaw's Legal Enterprise segment, responsible for leading a 7- to 8-person team of Customer Success Managers and Associates, driving adoption and value, developing a strategic roadmap for the Legal Enterprise segment, and delivering metrics such as NCR growth, net dollar retention, and customer-quality leads. Collaborates cross-functionally with Product, Engineering, Sales, and Support to improve processes and the customer experience, coaches and develops team members to be Trusted Advisors, and ensures a value-driven user experience across Oakland, CA or New York, NY with a hybrid in-office schedule.
Required Qualifications
- 4+ years of experience leading Customer Success or post-sales teams in a SaaS environment
- direct people management experience
- ability to drive retention, expansion, and customer ROI
- travel flexibility
Desired Qualifications
- 4+ years of experience leading Customer Success or post-sales teams in a SaaS environment
- experience coaching and managing teams, owning a book of business, driving retention, expansion, and customer ROI
- ability to develop strategic vision for a segment and translate into concrete plans
- strong cross-functional collaboration with Product, Engineering, Sales, and Support
- travel flexibility to spend time with customers and team members
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