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.

Our 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.

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

Additional Information

Benefits:

Competitive Salary & Equity 401(k) Program with Employer Matching Health, Dental, Vision and Life Insurance Short Term and Long Term Disability Commuter Benefits Autonomous Work Environment Office Setup Reimbursement Flexible Time Off (FTO) + Holidays Quarterly Team Gatherings In office Perks

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Location

London

Employment Type

Full time

Location Type

Hybrid

Department

CommercialCustomer Success

Synthesia is the world's leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US.

As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.

Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.

About the role

Reporting to the VP of Customer Success, your key focus in this role will be to build and manage a world-class team. You will directly manage and coach a team of CSMs, responsible for the largest accounts.

You are capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite. Ideal for an individual who wants to expand their career with a fast-growing software company.

What you'll be doing

• Driving Annual Recurring Revenue (ARR) through landing and expanding Enterprise customers in DACH

• Establish a trusted advisor relationship with our clients, driving value from Synthesia products and services; Empower customers to achieve their goals and challenges with solutions in our platform while increasing usage and adoption.

• Own the success of customers, including product adoption, value tracking and retention

• Operational account planning, including account segmentation and capacity planning;

• Recruit and retain a high-performing team;

• Coach, mentor and guide the team in developing consultative and solution-based account skills

• Identify key success metrics and implement reporting to track performance;

• Collaborate with peers within CS, building right-sized frameworks and efficient processes that work for Synthesia's customers

• Liaise with the Product team to provide feedback and influence improvements of our product;

• Retention and growth of our enterprise clients;

• Ensure ROI and value is understood by clients, proactively looking for risks and opportunities.

• The ability to build and make the business case for CS investments - with a bias towards action.

We'd love to hear from you if you have…

• Speak German;

• Experience building a customer success organization in a high-growth environment, ideally a B2B SaaS startup / scale up / PLG;

• Experience hiring and managing a team;

• A track record in managing risk, forecasting, and identifying growth opportunities;

• Skilled in navigating cross-functional relationships within a high-growth SaaS environment;

• Experience with tools like Salesforce, Gong and Churnzero;

• Excellent written and verbal communication skills;

• Strong sense of ownership and eagerness to build and define the customer success function;

• We would love to find leaders who are based in London; however, we are open to considering remote candidates based in DACH.

At Synthesia we expect everyone to…

• Put the Customer First

• Own it & Go Direct

• Be Fast & Experimental

• Make the Journey Fun

You can read more about this in our public Notion page.

The good stuff…

In addition to being a part of a great team, working in a fun and innovative environment, we offer...

• A competitive salary + stock options in our fast-growing Series D start-up.

• Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay

• 25 days of annual leave + public holidays in the country where you are based.

• Cycle to work scheme (London).

• Regular socials.

• Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts. (UK)

• A generous referral scheme.

• Pension contribution/salary sacrifice.

• Work from home set up.

• A huge opportunity for career growth as you’ll help shape a market-defining product.

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Location

New York City

Employment Type

Full time

Location Type

Hybrid

Department

CommercialCustomer Success

About the role

• Manage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customers

• Maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks

• Actively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitments

• Achieve customer goals and address concerns in short-term interactions

• Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups

• Contribute to the creation of scaled CS playbooks and email sequences to drive user activation

• Follow the scaled CS practices and strategy for each customer based on data analysis and the customer's needs

• Leverage tools, technology to deliver value and increase adoption of multiple accounts at once through 1:many programs, such as designing and launching email campaigns, creating new collateral, and hosting office hours

• Use data to identify risk or opportunity and segment a large book of business

• Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions

• Represent the voice of the customer and influence the product development roadmap

• Work closely with Finance and Legal teams to ensure all contracts are accurate

About you:

• 3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization

• Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Gainsight, ChurnZero, Vitally etc.

• Consistent track record of achieving personal and team goals

• History of thriving in a rapidly-changing environment

• Ability to grow business in a strategic manner, i.e. process oriented Experience managing a large volume of accounts

• Background in scaled program management, or building playbooks and campaigns in sales or customer success platforms

• Track record of prioritizing high volume accounts at different stages in the life cycle Strong negotiation skills

Compensation:

We're expecting to pay up to $150,000 OTE for this role, based on your experience and capabilities as evaluated during the interview process.

Hybrid:

Must be willing to come in the office in NYC or Austin, TX.

Benefits:

• PTO & Holiday Entitlement Policy

• Work from Abroad

• Team Meet ups & Company Socials

• Work From Home Budget

• Referral Scheme

• Enhanced Parental Leave

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