Team Lead, Customer Success Manager

Team Lead, Customer Success Manager

Eve is an industry leader in legal tech, empowering plaintiff attorneys with AI-driven solutions to achieve better outcomes for their clients. Our core valuesExcellence, Visionary Innovation, and Elevationdrive everything we do. We are committed to providing tools that transform the legal industry and support our clients' success at every step. Targeting a total addressable market (TAM) of over $500 billion, we are positioned at the forefront of a rapidly expanding industry.

As a Team Lead, Customer Success Manager at Eve, you'll bridge the gap between individual contribution and team leadership while driving exceptional client outcomes. You will mentor emerging customer success professionals, manage a diverse portfolio of accounts, and serve as a critical escalation point for complex client challenges. This role offers the perfect opportunity to develop your leadership skills while maintaining direct client impact in the rapidly evolving legal technology space.

What You Will Accomplish :

• Lead and Mentor Emerging Talent : Guide and develop 3-4 Customer Success team members (L1-L2 CSMs) through regular coaching, training sessions, and performance feedback to accelerate their professional growth and client management capabilities.
• Drive Client Retention and Growth : Manage a portfolio of 20 small to mid-sized accounts plus overflow, achieving 90%+ retention rates and identifying 15+ annual upsell opportunities to drive expansion revenue.
• Serve as Escalation Expert : Handle complex client issues and serve as the primary escalation point for your team, ensuring swift resolution and maintaining NPS scores of 80%+.
• Deliver Strategic Client Engagement : Conduct quarterly business reviews (QBRs) that demonstrate clear ROI, drive deeper product adoption, and strengthen long-term client relationships.
• Optimize Product Adoption : Achieve 110%+ Matter utilization across your portfolio while coaching team members to drive similar adoption rates with their accounts.
• Develop Team Capabilities : Design and deliver training programs that enhance team product knowledge, client management skills, and customer success best practices.
• Cross-Functional Collaboration : Partner with Sales, Product, and Support teams to ensure seamless client experiences and provide valuable feedback for continuous improvement.

What We Are Looking For :

You Will Thrive in This Role If You Have :

Benefits :