EvenUp

1 month ago

Manager, SMB Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead and scale a small SMB Customer Success team in a player-coach role. Build a digital-first, tech-touch CS motion that drives adoption, retention, and expansion at volume. You’ll design automated lifecycle programs (onboarding, health-based triggers, renewal and re-engagement) using CS platforms, own GRR/NRR targets, and create dashboards and KPI frameworks to give leadership real-time visibility—while partnering cross-functionally to improve the customer experience.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Manage, coach, and develop a team of 2–3 SMB Customer Success Managers.
•Design and operationalize a digital-first customer success motion to drive adoption, retention, and expansion across a high-volume SMB base.
•Build and optimize automated lifecycle programs (onboarding sequences, health-based triggers, renewal campaigns, and re-engagement workflows) using CS tools.
•Own GRR and NRR targets for the SMB segment and monitor customer health to prevent churn.
•Build dashboards and define KPIs (adoption milestones, health scores, renewal rates, response SLAs) while partnering with CS Ops, Product, Support, and Marketing.

Pay and Benefits

Salary: USD 130,000 - 150,000 annually

Perks:Health InsuranceDentalVision401kPaid ParentalHome Office

Key Requirements

•5+ years of Customer Success experience, including at least 2 years in an SMB or scaled/digital motion environment.
•1–2+ years of people management experience, coaching and developing CSMs.
•Proven track record building or optimizing a tech-touch/digital customer success motion—not just operating within one.
•Deep familiarity with CS platforms (Vitally, ChurnZero, Totango, or equivalent) and using automation to drive outcomes at scale.
•Strong analytical mindset with experience owning GRR/NRR metrics at the segment level.

Experience:5+ yearsSaaSVertical SaaSLegaltechProfessional services

Skills:LeadershipCoachingAccountabilityAnalytical thinkingData-driven decision making

Tech Stack:SalesforceHubSpotVitallyChurnZeroTotango

Company Brief

EvenUp

Develops an AI-powered Claims Intelligence Platform for personal injury law firms that automates document generation, reviews medical records, and streamlines workflows to help firms settle cases faster and secure fairer client outcomes.

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2019

Glassdoor: 3.1

Website LinkedIn Glassdoor

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EvenUp

1 month ago

Manager, SMB Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Manage, coach, and develop a team of 2–3 SMB Customer Success Managers.
•Design and operationalize a digital-first customer success motion to drive adoption, retention, and expansion across a high-volume SMB base.
•Build and optimize automated lifecycle programs (onboarding sequences, health-based triggers, renewal campaigns, and re-engagement workflows) using CS tools.
•Own GRR and NRR targets for the SMB segment and monitor customer health to prevent churn.
•Build dashboards and define KPIs (adoption milestones, health scores, renewal rates, response SLAs) while partnering with CS Ops, Product, Support, and Marketing.

Pay and Benefits

Salary: USD 130,000 - 150,000 annually

Perks:Health InsuranceDentalVision401kPaid ParentalHome Office

Key Requirements

•5+ years of Customer Success experience, including at least 2 years in an SMB or scaled/digital motion environment.
•1–2+ years of people management experience, coaching and developing CSMs.
•Proven track record building or optimizing a tech-touch/digital customer success motion—not just operating within one.
•Deep familiarity with CS platforms (Vitally, ChurnZero, Totango, or equivalent) and using automation to drive outcomes at scale.
•Strong analytical mindset with experience owning GRR/NRR metrics at the segment level.

Experience:5+ yearsSaaSVertical SaaSLegaltechProfessional services

Skills:LeadershipCoachingAccountabilityAnalytical thinkingData-driven decision making

Tech Stack:SalesforceHubSpotVitallyChurnZeroTotango

Company Brief

EvenUp

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2019

Glassdoor: 3.1

Website LinkedIn Glassdoor