Customer Success Associate II

Job Description

Everlaw is seeking a Customer Success Associate II to nurture relationships with charitable partners in the Everlaw for Good program. The role involves building a new practice area and identifying ways to align business goals with social impact. The Customer Success Associate II will be based in Everlaw's Oakland, CA office with a hybrid work schedule.

The role involves:

• Leading a book of business and fostering client growth.
• Serving as the primary point of contact and advising customers.
• Overseeing the entire customer lifecycle post-sale.
• Monitoring account health and constructing proactive account plans.
• Collaborating with cross-functional partners.
• Driving opportunities for conversion of non-payor accounts.
• Resolving escalations and advocating for the customer.
• Building networks and relationships between Everlaw for Good’s charitable partners.
• Contributing to the long term strategy for how we manage E4G Customers.

Requirements:

• 2-3 years of experience in customer success or account relationship management.
• Experience in eDiscovery, legal technology, and/or nonprofit industry is a plus.
• Strong problem-solving, communication, and time management skills.
• Ability to work in a fast-paced environment and collaborate with technical and business teams.
• Strategic, analytical, and process-driven with the ability to manage multiple priorities.
• Proven track record of success working with nonprofits and technology.
• Comfort working with a variety of non-profits whose mission or values may be different from your own.
• Authorized to work in the United States.

Everlaw offers:

• Equity program.
• 401(k) retirement plan with company matching.
• Health, dental, and vision insurance.
• Flexible Spending Accounts.
• Paid parental leave and sick leave.
• Paid vacation days and federal holidays.
• Membership to Modern Health.
• Annual allocation for Learning & Development.
• Company-sponsored life and disability insurance.
• Flexible work-from-home days.
• Monthly home internet reimbursement.