Customer Success Manager I

The Role

You’ll partner with plaintiff U.S. law firms, from small and mid-market practices to select enterprise accounts, to drive software adoption, retention, and account growth. In this role, you'll act as a strategic advisor and change management partner, helping legal teams transform their workflows and leverage our platform—including generative AI capabilities—to achieve meaningful business outcomes on their most critical matters.

This is a full-time, exempt position based in our New York City, NY or Oakland, CA office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr.

What you'll do

• Own retention and growth across your book of business, driving renewals and identifying opportunities to expand usage
• Build multi-threaded relationships across law firm stakeholders, including day-to-day users, administrators, practice group leaders, and executive sponsors.
• Conduct regular check-in calls, strategic success reviews, and product demonstrations centered on usage data, business impact, and strategic alignment.
• Teach customers how to use platform features and workflows effectively, guiding them on best practices for adopting generative AI capabilities.
• Proactively identify retention risks, solve complex workflow challenges, and partner closely with Sales, User Education, Product, and Support to deliver a seamless customer experience.
• Share customer feedback, document best practices, and contribute to the continuous improvement of the Customer Success team.

About You

• You have at least 4 years of customer success experience managing a large book of mid-market and enterprise accounts within SaaS or consumption-based technology companies.
• You act as a strategic advisor and change management partner, using workflow expertise and data-driven account plans to influence customer behavior and drive adoption.
• You navigate complex client organizations effectively, building credibility, trust, and strong executive presence with senior leadership.
• You manage competing priorities proactively and possess exceptional written, verbal, and presentation communication skills.
• You are authorized to work in the United States. Please note that at this time, Everlaw is not sponsoring U.S. employment visas for this role.

Bonus points

• Experience in legal tech, litigation software consulting, or related legal industry workflows.
• Experience working with AI tools (Claude, Glean, etc.) to optimize your day-to-day responsibilities

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. We often revisit candidates who may have applied for a different role if something comes up that's a better fit.

The Team — Customer Success

The Customer Success team helps customers turn Everlaw's powerful technology into meaningful outcomes on their most important matters. As trusted advisors, the team builds lasting partnerships, guides adoption, and helps organizations integrate Everlaw into the way they work. By connecting customer priorities and feedback with teams across Everlaw, Customer Success helps customers realize sustained value while strengthening the relationships that drive retention and growth.

Total Rewards & Benefits

The annual base salary for this position is between $116,000 - $148,000, with a total On-Target Earnings (OTE) of between $145,000 - $185,000, representing a 80/20 compensation split. Eligibility for the commission portion is performance-based and subject to the achievement of specific performance metrics, which are governed by Everlaw's policies and incentive plans. The final offered salary will be dependent upon many factors including the candidate’s experience and skills. The role's compensation is subject to change in the future.

Health & well-being

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Accounts for health and dependent care expenses
• Membership to Modern Health to support mental health and wellness
• Paid parental leave
• Company-sponsored life and disability insurance

Financial rewards

• Competitive equity grants, so you share in Everlaw's long-term growth
• 401(k) plan with company matching of up to 4% of eligible annual compensation

Growth & everyday perks

• 17 paid vacation days, 11 federal holidays, and paid sick leave
• Four "Everlawlidays" (additional paid company-wide days off) per year
• Annual allocation for learning & development and relevant professional membership dues
• Hybrid work with regular work-from-home days and flexibility for life's logistics
• Monthly home internet reimbursement, plus a stipend for your desk setup
• Catered lunch each workday, plus snacks and company-wide events in our offices

About Everlaw When a lawsuit or investigation happens, teams must comb through vast amounts of electronic evidence — emails, documents, chats, files — to find what matters. That work is not a side task but the case itself, and where most of the time and money in litigation goes. Everlaw is the litigation and investigation management platform changing that, using AI to turn mountains of messy data into the handful of facts that win or lose a case, compressing weeks of work into hours.

We're the kind of place that's ranked #1 on G2 in our category and named a Great Place to Work™ by our own team. So if you want a front row seat to an industry in transformation, career-defining work you'll be proud to tell people about, and real upside at a company in control of its own destiny, we'd love to get to know you.

• #LI-KV1
• #LI-Hybrid

About Everlaw

At Everlaw, you'll shape how AI re-wires the legal industry, at a category-leading business built on a mission to illuminate the truth.

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 Gem as part of our hiring and/or promotional processes. As part of the evaluation process, we provide Gem 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 Gem complies with NYC Local Law 144. We began using Gem in April 2026.