Senior Manager, Customer Success Operations
Company Overview At Eve, we’re redefining what’s possible in legal technology. Our mission is to empower plaintiff law firms with AI-driven solutions that elevate how they operate, serve clients, and grow. We believe the future of law will be built by “AI-Native Law Firms” — firms that are managed, scaled, and optimized by intelligent systems rather than manual processes and endless administrative work. Eve’s technology augments the capabilities of attorneys across every stage of a case — from intake and document review to strategy and settlement — so they can focus on what truly matters: achieving the best outcomes for their clients. Our vision is simple yet transformative: enable every firm to operate at its highest potential through the power of AI. Why Join Eve: Product-market fit: Eve is used by over 550+ law firms, and we’re growing fast. Backed by top investors: We’ve raised over $160M from world-class partners including Spark Capital, Andreessen Horowitz(A16z), Menlo Ventures, and Lightspeed. Built by a world-class team: Engineers, designers, and operators from places like Scale, Meta, Airbnb, Cruise, Square, Rubrik, and Lyft are building Eve from the ground up. AI-Native from day one: We’re on the bleeding edge of AI, collaborating directly with teams at OpenAI and Anthropic to build best-in-class AI workflows tailored for legal work. Explosive growth: We are growing 2X revenue Quarter over Quarter.
Why This Role:
You’ll build the data, process, and tooling layer for Eve’s Customer Success organization. We have 900+ accounts, a growing renewal book, and a CS team that’s scaling fast. Health scores need to be rebuilt. Renewal forecasting needs to be trusted by Finance. Playbooks exist in theory but aren’t operationalized. The data is there (Snowflake, product telemetry, CRM), but it’s not connected to the workflows that CSMs run every day.
This is not a reporting role. You’ll spend most of your time designing systems: building the health score methodology that predicts churn, operationalizing playbooks, and standing up renewal forecasting that leadership and Finance trust. The rest of your time goes to capacity planning, territory design, and partnering with RevOps and Finance to make sure CS metrics are calculated consistently across the business.
What You'll Accomplish:
Own CS analytics end-to-end: health scoring methodology, renewal forecasting, portfolio segmentation, and the dashboards that leadership and Finance rely on for decision-making
Design and operationalize playbooks that drive customer outcomes: onboarding workflows, risk intervention sequences, expansion motions, renewal execution
Use AI tools as part of your daily workflow: automating data pulls, building smarter alerting, finding patterns that manual analysis would miss
Build and maintain the CS tech stack. Clean data, working automations, tooling the team relies on. Partner with GTM Systems on shared infrastructure across the revenue stack
Deliver capacity planning, territory design, and comp modeling that keeps pace with a growing team and portfolio
Identify patterns across the portfolio: what’s driving churn and where onboarding stalls. Turn those into specific actions for CSMs and leadership
Partner with RevOps and Finance to make sure CS metrics (GRR, NRR, renewal forecasts) are calculated consistently, trusted across the business, and ready for executive reporting
What We Are Looking For:
5-8+ years in CS Operations, Revenue Operations, or Business Operations at a B2B SaaS company, with at least 2 years focused on Customer Success
Hands-on experience building health scores, renewal forecasting models, and portfolio segmentation frameworks
Strong SQL skills and comfort working directly with data warehouses
Experience implementing and administering CS platforms, including configuration, workflow design, and driving adoption across a team
Track record of designing processes that CSMs actually follow
Ability to translate data into narrative for leadership: what’s happening, why it matters, what to do about it
Comfortable using AI tools (Claude, ChatGPT, Copilot) for analysis, automation, and workflow design
You'll Thrive in This Role If You Have:
Experience with consumption-based or usage-based pricing models
Background in legal technology or professional services SaaS
Familiarity with AI/ML products and the adoption challenges they create
Experience with CS platforms like Gainsight, Vitally, ChurnZero, or Totango
Experience with Salesforce or HubSpot CRM administration and reporting.
Familiarity with Snowflake, Looker, or similar BI/warehouse tools
Background scaling CS operations at a company growing to $100M+ in ARR