Manager, SMB Customer Success

Manager, SMB Customer Success LocationRemote-USEmployment TypeFull timeLocation TypeRemoteDepartmentCustomer SuccessCompensationThe OTE for this role is $130K – $150K • Offers EquityThe salary range provided reflects the compensation that EvenUp reasonably expects to offer for this role. The specific salary within this range will be determined based on various factors, including the candidate's relevant experience, education, skills, location, and alignment with the role's responsibilities.EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. 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.We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at www.evenuplaw.com.We are looking for a Manager of SMB Customer Success to lead and grow our small but mighty SMB CS team. This is a player-coach role for someone who has built or scaled a digital-first, tech-touch customer success motion — and who knows how to drive retention and adoption at volume without sacrificing the customer experience.You'll inherit a team of 2–3 CSMs and be responsible for building the systems, playbooks, and automation infrastructure that allow a small team to manage a large book of business efficiently. 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.What You'll DoTeam LeadershipManage, coach, and develop a team of 2–3 SMB Customer Success ManagersBuild a performance culture grounded in clear metrics, regular feedback, and accountabilityHire and onboard future team members as the SMB segment growsDigital & Scaled Motion DesignDesign and operationalize a digital-first CS motion that drives adoption, retention, and expansion across a high-volume SMB customer baseBuild and optimize automated lifecycle programs — onboarding sequences, health-based triggers, renewal campaigns, and re-engagement workflows — using tools like Salesforce, HubSpot, or equivalentDevelop and maintain a library of digital touchpoints including in-app messaging, email nurture sequences, self-serve onboarding resources, and video contentIdentify where human intervention adds the most value and design the motion accordingly, protecting CSM time for the highest-impact momentsRetention & ExpansionOwn GRR and NRR targets for the SMB segmentMonitor customer health signals and ensure the team is proactively addressing risk before it becomes churnPartner with Account Managers to identify expansion and upsell opportunities within the SMB baseEstablish and track leading indicators that predict renewal outcomes 60–90 days in advanceOperations & ReportingBuild and maintain dashboards that give CS leadership real-time visibility into team performance, customer health, and segment-level riskDefine and track the KPIs the team is measured against, including adoption milestones, health scores, renewal rates, and response SLAsPartner with CS Ops, Product, Support, and Marketing to continuously improve the digital customer experienceWhat We're Looking For5+ years of experience in Customer Success, with at least 2 years in an SMB or scaled/digital motion environment1–2+ years of people management experience, including coaching and developing CSMsProven track record of building or optimizing a tech-touch or digital CS motion — not just operating within oneDeep familiarity with CS platforms (Vitally, ChurnZero, Totango, or equivalent) and how to use automation to drive outcomes at...