Team Lead, Enterprise Customer Success

What You'll Do: 

• Lead and Develop a High-Performing Enterprise Team: Manage and coach 5-6 Enterprise CSMs who each carry 20-25 accounts, providing regular coaching, pipeline reviews, and career development to elevate individual and team performance.
• Carry a Strategic Book of Business: Own 5-10 of Eve’s most strategic customer relationships as a player-coach, modeling the standard for enterprise engagement and maintaining deep relationships with senior law firm stakeholders.
• Own Enterprise Methodology Execution: Ensure your team delivers a structured, repeatable engagement model that drives measurable adoption and value realization across enterprise accounts.
• Orchestrate Cross-Functional Delivery: Coordinate Enterprise CSMs, AI Outcome Managers, and Integration Engineers on complex deployments and new product launches to deliver high-quality outcomes on time.
• Protect the Balance Between Delivery and Strategy: Ensure implementation and onboarding work does not crowd out proactive relationship management and expansion activity. You own the prioritization framework that keeps both moving forward.
• Drive Enterprise Renewals: Own the renewal strategy for your segment using a 12-month motion that includes QBRs, executive business reviews, stakeholder mapping, and ROI documentation to protect and grow enterprise ARR.
• Identify and Execute Expansion: Surface and drive expansion opportunities including deeper adoption across practice areas and attach rates on add-on products, generating qualified pipeline and partnering with Sales on commercial motions.
• Build Scalable Processes: Develop repeatable frameworks for enterprise onboarding, health monitoring, and risk intervention that your team can execute consistently as the segment grows.

What We're Looking For:

• Enterprise Team Leadership: Proven ability to hire, coach, and retain a team of senior individual contributors who manage complex, high-value customer relationships.
• Delivery-Oriented Mindset: You understand that enterprise customer success is equal parts strategy and execution. You’ve built or run motions where your team owned the full customer journey from implementation through long-term value realization.
• Strategic Account Management: Deep experience managing six- and seven-figure accounts with long sales cycles, multiple stakeholders, and outcomes that require organizational change management.
• Cross-Functional Coordination: Comfortable orchestrating across product, engineering, and go-to-market teams to deliver complex customer outcomes on time and at quality.
• Communication and Executive Presence: Can present confidently to C-suite stakeholders at law firms and internally to senior leadership, translating technical progress into business impact.
• Data-Driven Decision Making: Uses health scores, usage data, and leading indicators to prioritize team effort and intervene on at-risk accounts before they become escalations.

Preferred Qualifications:

• 6+ years in Customer Success, Account Management, or Post-Sales Leadership with at least 2-3 years managing a team of 5+ in a B2B SaaS environment.
• Experience at a consumption-based or usage-based SaaS company where customer value is driven by adoption depth and breadth rather than seat count.
• A background in high-touch, services-oriented customer success where your team owned implementation, training, and ongoing value delivery. Experience in legal tech is a strong plus.
• Track record of managing enterprise accounts with demonstrated success in retention, expansion, and executive relationship building.
• Experience leading teams that do on-site customer engagement including implementations, workshops, or training programs that require travel and in-person delivery.
• You’ve owned accounts where the real work was changing workflows and habits, not just driving feature adoption. Your best outcomes came from organizational change, not just onboarding.