Responsibilities:

• Work on customer support and success problems from real-world business scenarios that align with your expertise, providing accurate solutions, detailed annotations, and model critiques where you can confidently evaluate responses (e.g., complex escalation workflows, customer onboarding playbooks, churn prediction and retention strategies, voice of customer synthesis, and customer health score frameworks).

• Utilize proprietary software to provide accurate input and labels to deliver high-quality data.

• Collaborate with technical staff to improve the design of efficient annotation tools.

• Interpret, analyse, and execute tasks based on evolving instructions, maintaining precision and adaptability.

Qualifications:

• 4+ years of practical customer support or customer success experience (hands-on role in escalation management, onboarding, or account management).

• Proficiency in customer platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud, Gainsight, or Totango) and helpdesk ticketing systems.

• Strong empathy and judgment in evaluating complex customer journeys, churn risks, and resolution quality.

• Ability to navigate customer resources such as knowledge bases, playbooks, voice-of-customer transcripts, and health score frameworks.

• Proficiency in reading and writing informal and professional English.

• Strong communication, interpersonal, analytical, and organisational skills.

• Excellent reading comprehension and ability to exercise autonomous judgment with limited data.

• Passion for technological advancements and innovation in business.

Location and Other Expectations:

• Tutor roles may be offered as full-time, part-time, or contractor positions, depending on role needs and candidate fit.

• For contractor positions, hours will vary widely based on project scope and contractor availability, with no fixed commitments required. On average most projects may involve at least 10 hours per week to achieve deliverables effectively though this is not a fixed commitment and depends on the scope of work. Contractors have full flexibility to set their own hours and determine the exact amount of time needed to complete deliverables.

• Tutor roles may be performed remotely from any location worldwide, subject to legal eligibility, time-zone compatibility, and role specific needs.

• For US based candidates, please note we are unable to hire in the states of Wyoming and Illinois at this time.

• We are unable to provide visa sponsorship.

• For those who will be working from a personal device, your computer must be a Chromebook, Mac with MacOS 11.0 or later, or Windows 10 or later.

Compensation and Benefits:

US-based candidates: $35/hour - $90/hour depending on factors including relevant experience, skills, education, geographic location, and qualifications. International candidates: Information will be provided to you during the recruitment process.

Benefits vary based on employment type, location and jurisdiction. Benefits for eligible U.S. based positions include health insurance, 401(k) plan, and paid sick leave. Specific details and role specific information will be provided to you during the interview process.

XML job scraping automation by YubHub

Responsibilities: Work on customer support and success problems from real-world business scenarios that align with your expertise, providing accurate solutions, detailed annotations, and model critiques where you can confidently evaluate responses (e.g., complex escalation workflows, customer onboarding playbooks, churn prediction and retention strategies, voice of customer synthesis, and customer health score frameworks). Utilize proprietary software to provide accurate input and labels to deliver high-quality data. Collaborate with technical staff to improve the design of efficient annotation tools. Interpret, analyze, and execute tasks based on evolving instructions, maintaining precision and adaptability.

Qualifications: 4+ years of practical customer support or customer success experience (hands-on role in escalation management, onboarding, or account management). Proficiency in customer platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud, Gainsight, or Totango) and helpdesk ticketing systems. Strong empathy and judgment in evaluating complex customer journeys, churn risks, and resolution quality. Ability to navigate customer resources such as knowledge bases, playbooks, voice-of-customer transcripts, and health score frameworks. Proficiency in reading and writing informal and professional English. Strong communication, interpersonal, analytical, and organizational skills. Excellent reading comprehension and ability to exercise autonomous judgment with limited data. Passion for technological advancements and innovation in business.

Location and Other Expectations: Tutor roles may be offered as full-time, part-time, or contractor positions, depending on role needs and candidate fit. For contractor positions, hours will vary widely based on project scope and contractor availability, with no fixed commitments required. On average most projects may involve at least 10 hours per week to achieve deliverables effectively though this is not a fixed commitment and depends on the scope of work. Contractors have full flexibility to set their own hours and determine the exact amount of time needed to complete deliverables. Tutor roles may be performed remotely from any location worldwide, subject to legal eligibility, time-zone compatibility, and role specific needs. For US based candidates, please note we are unable to hire in the states of Wyoming and Illinois at this time. We are unable to provide visa sponsorship. For those who will be working from a personal device, your computer must be a Chromebook, Mac with MacOS 11.0 or later, or Windows 10 or later.

Compensation and Benefits: US-based candidates: $35/hour - $90/hour depending on factors including relevant experience, skills, education, geographic location, and qualifications. International candidates: Information will be provided to you during the recruitment process. Benefits vary based on employment type, location and jurisdiction. Benefits for eligible U.S. based positions include health insurance, 401(k) plan, and paid sick leave. Specific details and role specific information will be provided to you during the interview process.

XML job scraping automation by YubHub

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

XML job scraping automation by YubHub