EvenUp
Manager, SMB Customer Success
Remote-US · Full-time
Sponsorship not specified$60k-$90kDetected 34 days ago
Motion DesignHubSpotSalesforceCustomer SuccessLeadershipCommunicationMentoring
About the role
- We empower personal injury lawyers and victims to get the justice they deserve.
- This is not a high-touch, white-glove CS role - it's a scaled motion role, and the right person is energized by that challenge.
- To ensure fairness and proper consideration, we do not accept resumes or expressions of interest via email or social media messages.
Responsibilities
- Manage, coach, and develop a team of 2-3 SMB Customer Success Managers
- Build a performance culture grounded in clear metrics, regular feedback, and accountability
- Digital & Scaled Motion Design
- Design and operationalize a digital-first CS motion that drives adoption, retention, and expansion across a high-volume SMB customer base
- Develop and maintain a library of digital touchpoints including in-app messaging, email nurture sequences, self-serve onboarding resources, and video content
- Identify where human intervention adds the most value and design the motion accordingly, protecting CSM time for the highest-impact moments
- Own GRR and NRR targets for the SMB segment
- Partner with Account Managers to identify expansion and upsell opportunities within the SMB base
- Partner with CS Ops, Product, Support, and Marketing to continuously improve the digital customer experience
- 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.
Requirements
- 5+ years of experience in Customer Success, with at least 2 years in an SMB or scaled/digital motion environment
- Experience owning GRR/NRR metrics at the segment level
- no travel required
- Experience in legaltech, professional services, or a vertical SaaS environment
- Familiarity with AI-powered products and helping non-technical users adopt new workflows
- US-based; no travel required
Compensation
- $60k-$90k
Benefits
- 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.
- A home office stipend.
- Paid parental leave.
- As part of our total rewards package, we offer attractive benefits and perks to our employees, including:
- Please note the above benefits & perks are for full-time employees
- We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- Build and optimize automated lifecycle programs - onboarding sequences, health-based triggers, renewal campaigns, and re-engagement workflows - using tools like Salesforce, HubSpot, or equivalent
Company info
- EvenUp is on a mission to close the justice gap using technology and AI.
- We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started.
- We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact.
- We are looking for a Manager of SMB Customer Success to lead and grow our small but mighty SMB CS team.
Equal opportunity
- equal opportunity employer.
- We are committed to diversity and inclusion in our company.
This listing is sourced directly from EvenUp's careers page and normalized into a canonical job model.