Manager, SMB Customer Success Manager

EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more.

We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at www.evenuplaw.com.

EvenUp is transforming the legal industry by leveraging cutting-edge Generative AI to drive efficiency and increase fairness in personal injury law. As one of the fastest-growing AI startups, we are rapidly scaling our impact, and customer success is paramount to our mission.

We are seeking a dynamic, experienced, and results-driven Manager of SMB Customer Success to lead one of our high-performing Customer Success teams focused on the Small and Midsize Business (SMB) segment. This role is crucial for ensuring our vast base of law firm clients realizes maximum value from our platform, ultimately driving utilization, retention, and expansion.

What You'll Do:

• Lead & Scale: Directly lead, mentor, and manage a team of 5+ dedicated SMB Customer Success Managers, fostering a culture of high performance, accountability, and continuous professional growth in a fast-paced environment.

• Drive Value & Adoption: Develop, implement, and track scalable strategies and playbooks tailored to the SMB segment to maximize platform adoption, feature utilization, and time-to-value for our law firm clients.

• Data-Driven Execution: Leverage sophisticated Customer Success tools and data analytics to monitor client health scores, proactively identify churn risks, and provide data-backed coaching to the CSM team to improve outcomes.

• Voice of the Customer (VoC): Act as the primary conduit for SMB client feedback, synthesizing market intelligence and usage trends to collaborate cross-functionally with Product, Engineering, and Revenue Operations to influence product roadmap, feature enhancements, and service delivery.

• Process Optimization: Continuously evaluate and optimize CSM workflows, reporting mechanisms, and training programs to ensure efficiency, consistency, and scalability as the company continues its hyper-growth trajectory.

• Client Advocacy: Maintain strong strategic relationships with key SMB client stakeholders, serving as an executive escalation point and trusted advisor on leveraging AI for maximum case value.

What We Look For:

• 5+ years in Customer Success, Account Management, or a related field.

• 2+ years leading or mentoring CSMs, ideally in an SMB/high-velocity environment.

• Proven track record of building or optimizing scalable CS processes.

• Strong people leadership skills—coaching, feedback, hiring, performance management.

• Highly data-driven with the ability to analyze trends and translate insights into action.

• Excellent communicator who can influence cross-functionally and represent customer needs.

• Experience in SaaS, AI, or fast-paced startup environments strongly preferred.

• Experience in LegalTech or working with law firms is a plus.

• Comfortable navigating ambiguity, shifting priorities, and rapid growth.

Notice to Candidates:

EvenUp has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team – please know that we have no affiliation or connection to these situations. We only post open roles on our career page (evenuplaw.com/careers) or reputable job boards like our official LinkedIn or Indeed pages, and all official EvenUp recruitment emails will come from the domains @evenuplaw.com, @evenup.ai, @ext-evenuplaw.com, [email protected] or no‑[email protected] email addresses.

To ensure fairness and proper consideration, we do not accept resumes or expressions of interest via email or social media messages. If you’re interested in a role, please submit your application directly through our careers page.

If you receive communication from someone you believe is impersonating EvenUp, please report it to us at [email protected]. Examples of fraudulent domains include “careers-evenuplaw.com” and “careers-evenuplaws.com”.

Benefits & Perks:

As part of our total rewards package, we offer attractive benefits and perks to our employees, including:

• Choice of medical, dental, and vision insurance plans for you and your family

• Additional insurance coverage options for life, accident, or critical illness

• Flexible paid time off, sick leave, short-term and long-term disability

• 10 US observed holidays, and Canadian statutory holidays by province

• A home office stipend

• 401(k) for US-based employees and RRSP for Canada-based employees

• Paid parental leave

• A local in-person meet-up program

• Hubs in San Francisco and Toronto

Please note the above benefits & perks are for full-time employees

EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.