Everlaw is seeking a Customer Success Manager II that demonstrates our company values of respect for users, process-driven growth, and attention to detail! As a Customer Success Manager, you’ll set your own bar to 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’ll 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 a Customer Success Manager who is passionate about customers and the ways in which they use technology to drive results and meet their goals. Your contribution will matter as you’ll help law firms reach their full potential with a sophisticated and powerful platform to discover truth and promote justice.

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 fixed term, full-time position starting in Fall 2024 and expected to end on March 31, 2026. This role is based in our London 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.

In your role, you’ll...

• Leverage your knowledge of Everlaw platform to advise customers on using Everlaw capabilities to improve customer workflow and increase the review quality, throughput and level of collaboration/productivity of the team.  
• Demonstrate deep knowledge of Everlaw’s products and integrations, while keeping up with industry trends and competitors 
• Become the primary point of contact, accountable to achieving customer’s target business outcomes with Everlaw. 
• Be customer’s source of leading practices and new Everlaw features     
• Ensure an exceptional experience for all customers and work to support product adoption and relationship growth. 
• Manage the entire post-sales customer lifecycle, from onboarding, training, adoption, support, renewal, expansion, and relationship building.
• Contribute to the ongoing improvement of the Customer Success team by developing process and system changes, designing new or updating existing motions, building templates and tools to codify best practices, with your learnings and observations. 
• Increase retention and revenue growth with regular check-in calls, Success Reviews, high-quality service, and customer recognized Return on Investment (ROI).
• Use your growth mindset to scale the Success team with service evolution, documentation, and process improvement.
• Track account health to identify growth opportunities, churn risks, and work proactively to deliver a superb customer experience.
• Partner with Sales to ensure renewal and expansion opportunities are identified, worked, tracked and closed.
• Act as a 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.
• Mentor early-in-career team members in your role as a customer’s solution expert, trusted advisor and advocate.
• Proactively participate in marketing events, webinars, conferences as a brand ambassador of Everlaw. Leverage every customer facing opportunity to generate customer awareness, discover and analyze pain points and solve problems.

About you

• You have at least 7 years of experience in customer success or account relationship management, ideally with industry experience in eDiscovery or in legal technology.
• You are intellectually curious and channel the curiosity into discovering customer challenges and pains
• You have strong problem solving skills which enable you to learn fast and think on your feet
• You have exceptional oral and written communication skills that show enthusiasm, energy, and empathy under pressure.
• You are comfortable in a fast-paced environment that requires strong time-management skills, and collaboration with our technical and business teams. You like to remain curious and adaptable in an ever-changing environment.
• You are strategic, analytical, process driven, and can successfully manage multiple competing priorities at the same time.
• You have a proven track record of success working with enterprise-level accounts with a customer-centric approach.
• You are passionate about technology and helping others to understand how it can accomplish their goals.
• You are authorised to work in the United Kingdom; please note that at this time, Everlaw is not sponsoring visas for this positions.

Benefits

• Competitive salary
• Pension plan with employer contributions 
• Private healthcare (including dental and vision)
• Paid parental leave and sick leave
• Everlaw offers employees 20 days of paid holiday per calendar year (in addition to the 8 public holidays in England and Wales), which is prorated by start date. We also recognize 4 standing company holidays (“Everlawlidays”) that are designated days off for the whole company.
• Everlaw also offers employees up to 10 fully paid sick days per calendar year, accruing per pay period and carrying over from year to year. After 10 sick days, you may be entitled to Statutory Sick Pay (SSP) benefits.
• Membership to Modern Health to help employees prioritise mental health and wellness
• Under the Cycle to Work Scheme, Everlaw can pay up to £2500 for a new bicycle and you can then repay the cost in regular installments from your gross salary.
• Annual allocation for Learning & Development opportunities and applicable professional membership dues
• Company-sponsored life and disability insurance

Perks

• Work in Central London (Shoreditch) close to the financial and legal district 
• Bond over out-of-the-box events and fun activities
• Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
• Flexible work-from-home days on Tuesdays and Fridays 
• Monthly home internet and phone reimbursement 
• Take advantage of learning and career development opportunities
• “G2 Ranks Everlaw #1 for Ediscovery for the Fourth Quarter in a Row” and proud contributor of free ediscovery resources to benefit the greater good through “Everlaw for Good.”
• #LI-ZG1
• #LI-Hybrid