Customer Success Manager - Public Sector

Everlaw is seeking a Customer Success Manager to build relationships with government clients. The Customer Success Manager will drive user adoption, customer satisfaction, and value, ensuring renewals and growth. They will coach and educate clients on product usage, troubleshoot issues, and ensure client success. This is a hybrid role based in Washington, D.C.

Role involves:

• Becoming a product expert.
• Ensuring an exceptional customer experience.
• Partnering with Sales for renewals and expansion.
• Tracking account health and identifying opportunities.
• Providing customer feedback to the Product team.
• Managing and resolving escalations.
• Collaborating with the Customer Success team.
• Managing the post-sales customer lifecycle.
• Increasing retention and revenue growth.
• Scaling the Success team with service evolution.

Requirements:

• At least 3 years of experience in customer success or account relationship management.
• Industry experience in ediscovery or legal technology is preferred.
• Experience working in or supporting government agencies is a plus.
• Exceptional oral and written communication skills.
• Comfortable in a fast-paced environment.
• Strong time-management skills.
• Strategic, analytical, and process-driven.
• Authorized to work in the United States.

Role 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
• Home internet reimbursement