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YubHub-native raw fields carry `x-` prefix.","jobs":[{"@context":"https://schema.org","@type":"JobPosting","identifier":{"@type":"PropertyValue","name":"YubHub","value":"job_7ebdd455-709"},"title":"Team Lead, Customer Success Manager","description":"<p>As a Team Lead, Customer Success Manager at Eve, you&#39;ll bridge the gap between individual contribution and team leadership while driving exceptional client outcomes.</p>\n<p>You will mentor emerging customer success professionals, manage a diverse portfolio of accounts, and serve as a critical escalation point for complex client challenges.</p>\n<p>This role offers the perfect opportunity to develop your leadership skills while maintaining direct client impact in the rapidly evolving legal technology space.</p>\n<p>Responsibilities:</p>\n<ul>\n<li><p>Lead and Mentor Emerging Talent: Guide and develop 3-4 Customer Success team members (L1-L2 CSMs) through regular coaching, training sessions, and performance feedback to accelerate their professional growth and client management capabilities.</p>\n</li>\n<li><p>Drive Client Retention and Growth: Manage a portfolio of 20 small to mid-sized accounts plus overflow, achieving 90%+ retention rates and identifying 15+ annual upsell opportunities to drive expansion revenue.</p>\n</li>\n<li><p>Serve as Escalation Expert: Handle complex client issues and serve as the primary escalation point for your team, ensuring swift resolution and maintaining NPS scores of 80%+.</p>\n</li>\n<li><p>Deliver Strategic Client Engagement: Conduct quarterly business reviews (QBRs) that demonstrate clear ROI, drive deeper product adoption, and strengthen long-term client relationships.</p>\n</li>\n<li><p>Optimize Product Adoption: Achieve 110%+ Matter utilization across your portfolio while coaching team members to drive similar adoption rates with their accounts.</p>\n</li>\n<li><p>Develop Team Capabilities: Design and deliver training programs that enhance team product knowledge, client management skills, and customer success best practices.</p>\n</li>\n<li><p>Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to ensure seamless client experiences and provide valuable feedback for continuous improvement.</p>\n</li>\n</ul>\n<p>What We Are Looking For:</p>\n<ul>\n<li><p>Emerging Leadership Skills: Natural mentor and coach with the ability to inspire and develop junior team members while maintaining high personal performance standards.</p>\n</li>\n<li><p>Legal Industry Knowledge: Solid understanding of law firm operations, legal workflows, and the challenges facing small to mid-sized legal practices.</p>\n</li>\n<li><p>Customer Success Expertise: Strong foundation in customer success methodologies, retention strategies, and expansion techniques with proven results.</p>\n</li>\n<li><p>Problem-Solving Excellence: Exceptional troubleshooting abilities with experience managing complex client escalations and finding creative solutions.</p>\n</li>\n<li><p>Communication Mastery: Outstanding verbal and written communication skills with the ability to present to diverse stakeholders and facilitate productive team discussions.</p>\n</li>\n<li><p>Adaptability and Growth Mindset: Thrives in a fast-paced environment while balancing individual account management with team leadership responsibilities.</p>\n</li>\n</ul>\n<p>Benefits:</p>\n<ul>\n<li><p>Competitive Salary &amp; 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