Customer Success Associate II at Everlaw

At Everlaw, we are driven by the pursuit of truth. We provide cutting-edge technology to law firms, government agencies, and corporations, helping them navigate massive volumes of evidence to uncover critical information. Our platform is currently used by all 50 state Attorneys General and numerous high-profile law firms. We are particularly proud of our Everlaw for Good program, which extends our technology to nonprofits, investigative journalists, and pro bono practices. We are looking for someone who shares our values of process-driven growth and deep respect for our users to help us expand this impactful initiative.

About the Role

We are hiring a Customer Success Associate II for a full-time position. This is a unique opportunity to help define and build a new practice area within our organization. You will be responsible for nurturing relationships with our charitable partners, ensuring they can effectively leverage our platform to meet their goals. You will act as a strategic partner, helping these organizations maximize their potential while identifying creative ways to align our business objectives with meaningful social impact.

Key Responsibilities

• Manage the customer lifecycle: Oversee the entire journey for your partners, including onboarding, training, adoption, and long-term relationship building.
• Drive account health and growth: Monitor usage metrics to construct proactive account plans and identify opportunities to convert non-paying accounts into commercial partners.
• Advocate for the user: Serve as the primary point of contact for your clients and channel their feedback directly to our product team to improve our offerings.

Requirements

To be successful in this role, you should possess the following qualifications:

• At least 2 to 3 years of experience in customer success or account management, with preference given to those with backgrounds in legal technology, eDiscovery, or the nonprofit sector.
• Strong analytical and problem-solving skills, with the ability to think on your feet in a fast-paced environment.
• Exceptional communication skills, allowing you to convey enthusiasm and empathy while managing multiple priorities.
• Intellectual curiosity and a genuine passion for helping others use technology to achieve their missions.
• Authorization to work in the United States, as we are not sponsoring visas for this position.

Location

This role is based in our Oakland, CA office. We operate on a hybrid schedule, requiring in-office attendance on Mondays, Wednesdays, and Thursdays, with the flexibility to work from home on Tuesdays and Fridays.

Compensation and Benefits

The expected hourly rate for this position ranges from $99,000 to $125,000 annually, or $47.60 to $60.10 per hour, depending on your specific experience and skills. We offer a comprehensive benefits package designed to support your well-being and professional growth, including:

• Equity compensation and a 401(k) plan with company matching.
• Medical, dental, and vision insurance, along with life and disability coverage.
• Paid time off, including 17 vacation days, 11 federal holidays, and sick leave.
• A mental wellness budget through Modern Health.
• An annual allocation for professional development and learning opportunities.
• Remote and hybrid work flexibility with home internet reimbursement.