{"version":"0.1","company":{"name":"YubHub","url":"https://yubhub.co","jobsUrl":"https://yubhub.co/jobs/skill/vitally"},"x-facet":{"type":"skill","slug":"vitally","display":"Vitally","count":2},"x-feed-size-limit":100,"x-feed-sort":"enriched_at desc","x-feed-notice":"This feed contains at most 100 jobs (the most recently enriched). For the full corpus, use the paginated /stats/by-facet endpoint or /search.","x-generator":"yubhub-xml-generator","x-rights":"Free to redistribute with attribution: \"Data by YubHub (https://yubhub.co)\"","x-schema":"Each entry in `jobs` follows https://schema.org/JobPosting. YubHub-native raw fields carry `x-` prefix.","jobs":[{"@context":"https://schema.org","@type":"JobPosting","identifier":{"@type":"PropertyValue","name":"YubHub","value":"job_c330fc0f-900"},"title":"Senior Manager, Customer Success Operations","description":"<p>At Eve, we&#39;re redefining what&#39;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.</p>\n<p>We believe the future of law will be built by &#39;AI-Native Law Firms&#39; , firms that are managed, scaled, and optimized by intelligent systems rather than manual processes and endless administrative work.</p>\n<p>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.</p>\n<p>Why Join Eve:</p>\n<p>Product-market fit: Eve is used by over 550+ law firms, and we&#39;re growing fast. Backed by top investors: We&#39;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&#39;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.</p>\n<p><strong>Why This Role:</strong></p>\n<p>You&#39;ll build the data, process, and tooling layer for Eve&#39;s Customer Success organization. We have 900+ accounts, a growing renewal book, and a CS team that&#39;s scaling fast. Health scores need to be rebuilt. Renewal forecasting needs to be trusted by Finance. Playbooks exist in theory but aren&#39;t operationalized. The data is there (Snowflake, product telemetry, CRM), but it&#39;s not connected to the workflows that CSMs run every day. This is not a reporting role. You&#39;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.</p>\n<p><strong>What You&#39;ll Accomplish:</strong></p>\n<ul>\n<li>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</li>\n<li>Design and operationalize playbooks that drive customer outcomes: onboarding workflows, risk intervention sequences, expansion motions, renewal execution</li>\n<li>Use AI tools as part of your daily workflow: automating data pulls, building smarter alerting, finding patterns that manual analysis would miss</li>\n<li>Build and maintain the CS tech stack. Clean data, working automations, tooling the team relies on.</li>\n</ul>\n<p>Partner with GTM Systems on shared infrastructure across the revenue stack</p>\n<ul>\n<li>Deliver capacity planning, territory design, and comp modeling that keeps pace with a growing team and portfolio</li>\n<li>Identify patterns across the portfolio: what&#39;s driving churn and where onboarding stalls. Turn those into specific actions for CSMs and leadership</li>\n<li>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</li>\n</ul>\n<p><strong>What We Are Looking For:</strong></p>\n<ul>\n<li>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</li>\n<li>Hands-on experience building health scores, renewal forecasting models, and portfolio segmentation frameworks</li>\n<li>Strong SQL skills and comfort working directly with data warehouses</li>\n<li>Experience implementing and administering CS platforms, including configuration, workflow design, and driving adoption across a team</li>\n<li>Track record of designing processes that CSMs actually follow</li>\n<li>Ability to translate data into narrative for leadership: what&#39;s happening, why it matters, what to do about it</li>\n<li>Comfortable using AI tools (Claude, ChatGPT, Copilot) for analysis, automation, and workflow design</li>\n</ul>\n<p><strong>You&#39;ll Thrive in This Role If You Have:</strong></p>\n<ul>\n<li>Experience with consumption-based or usage-based pricing models</li>\n<li>Background in legal technology or professional services SaaS</li>\n<li>Familiarity with AI/ML products and the adoption challenges they create</li>\n<li>Experience with CS platforms like Gainsight, Vitally, ChurnZero, or Totango</li>\n<li>Experience with Salesforce or HubSpot CRM administration and reporting.</li>\n<li>Familiarity with Snowflake, Looker, or similar BI/warehouse tools</li>\n<li>Background scaling CS operations at a company growing to $100M+ in ARR</li>\n</ul>\n<p><strong>Additional Information</strong></p>\n<p>Benefits:</p>\n<p>Competitive Salary &amp; Equity 401(k) Program with Employer Matching Health, Dental, Vision and Life Insurance Short Term and Long Term Disability Commuter Benefits 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Customer Success Manager","description":"<p><strong>Scaled Customer Success Manager</strong></p>\n<p><strong>Location</strong></p>\n<p>New York City</p>\n<p><strong>Employment Type</strong></p>\n<p>Full time</p>\n<p><strong>Location Type</strong></p>\n<p>Hybrid</p>\n<p><strong>Department</strong></p>\n<p>CommercialCustomer Success</p>\n<p><strong>About the role</strong></p>\n<ul>\n<li>Manage a large portfolio of accounts (&gt;100 accounts) and work with the commercial team to create a cohesive renewal experience for customers</li>\n</ul>\n<ul>\n<li>Maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks</li>\n</ul>\n<ul>\n<li>Actively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitments</li>\n</ul>\n<ul>\n<li>Achieve customer goals and address concerns in short-term interactions</li>\n</ul>\n<ul>\n<li>Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups</li>\n</ul>\n<ul>\n<li>Contribute to the creation of scaled CS playbooks and email sequences to drive user activation</li>\n</ul>\n<ul>\n<li>Follow the scaled CS practices and strategy for each customer based on data analysis and the customer&#39;s needs</li>\n</ul>\n<ul>\n<li>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</li>\n</ul>\n<ul>\n<li>Use data to identify risk or opportunity and segment a large book of business</li>\n</ul>\n<ul>\n<li>Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions</li>\n</ul>\n<ul>\n<li>Represent the voice of the customer and influence the product development roadmap</li>\n</ul>\n<ul>\n<li>Work closely with Finance and Legal teams to ensure all contracts are accurate</li>\n</ul>\n<p><strong>About you:</strong></p>\n<ul>\n<li>3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization</li>\n</ul>\n<ul>\n<li>Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Gainsight, ChurnZero, Vitally etc.</li>\n</ul>\n<ul>\n<li>Consistent track record of achieving personal and team goals</li>\n</ul>\n<ul>\n<li>History of thriving in a rapidly-changing environment</li>\n</ul>\n<ul>\n<li>Ability to grow business in a strategic manner, i.e. process oriented Experience managing a large volume of accounts</li>\n</ul>\n<ul>\n<li>Background in scaled program management, or building playbooks and campaigns in sales or customer success platforms</li>\n</ul>\n<ul>\n<li>Track record of prioritizing high volume accounts at different stages in the life cycle Strong negotiation skills</li>\n</ul>\n<p><strong>Compensation:</strong></p>\n<p>We&#39;re expecting to pay up to $150,000 OTE for this role, based on your experience and capabilities as evaluated during the interview process.</p>\n<p><strong>Hybrid:</strong></p>\n<p>Must be willing to come in the office in NYC or Austin, TX.</p>\n<p><strong>Benefits:</strong></p>\n<ul>\n<li>PTO &amp; Holiday Entitlement Policy</li>\n</ul>\n<ul>\n<li>Work from Abroad</li>\n</ul>\n<ul>\n<li>Team Meet ups &amp; Company Socials</li>\n</ul>\n<ul>\n<li>Work From Home Budget</li>\n</ul>\n<ul>\n<li>Referral Scheme</li>\n</ul>\n<ul>\n<li>Enhanced Parental Leave</li>\n</ul>\n<p style=\"margin-top:24px;font-size:13px;color:#666;\">XML job scraping automation by <a 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