What is a Customer Success Engineer at EvenUp?

A Customer Success Engineer (often referred to internally within the broader Customer Success organization) at EvenUp is a strategic partner to personal injury law firms. You are at the forefront of a mission to close the justice gap by ensuring that legal professionals can effectively leverage our AI-driven platform. This role is not just about account maintenance; it is about fundamentally changing how law firms secure settlements and payouts for victims of accidents and natural disasters.

Your impact is measured by the success of our customers—specifically their ability to achieve faster settlements and higher outcomes for their clients. Whether you are managing a high-volume portfolio of SMB sole practitioners or a strategic selection of Enterprise firms, you serve as the bridge between complex AI technology and real-world legal advocacy. You are responsible for driving product adoption, managing renewals, and identifying growth opportunities that deepen our partnership with the legal community.

This position is critical because EvenUp is scaling at an unprecedented rate. As we continue to lead the vertical SaaS space for legal tech, the Customer Success Engineer ensures that our growth is sustainable. You will work in a fast-paced environment where your feedback directly informs the product roadmap, helping our engineering and product teams refine the AI models that empower thousands of victims to get the justice they deserve.

Common Interview Questions

Expect questions that test your ability to balance high-level strategy with granular execution.

Portfolio & Strategy

• How do you prioritize your day when managing a portfolio of 70+ accounts?
• Describe your process for conducting a successful Executive Business Review (EBR).
• How do you identify which accounts in your portfolio are at the highest risk of churn?
• What is your approach to onboarding a new customer to ensure long-term success?
• How do you use data to drive your customer interactions?

Behavioral & Experience

• Tell me about a time you had to deliver bad news to a high-value client.
• Describe a situation where you had to influence a stakeholder who was resistant to using a new technology.
• Give an example of a time you went above and beyond to save a customer who was intent on churning.
• Tell me about a time you collaborated with the Product team to solve a customer's specific technical issue.

Revenue & Growth

• How do you balance the need for customer advocacy with the goal of driving renewals and upsells?
• Walk me through a successful negotiation you led during a renewal cycle.
• How do you identify "expansion signals" within your current customer base?

Getting Ready for Your Interviews

Preparation for the EvenUp interview process requires a balance of technical aptitude, strategic portfolio management, and a deep alignment with our mission. We evaluate candidates based on their ability to translate product value into measurable business outcomes for law firms.

Portfolio Management & Scalability – You must demonstrate the ability to manage a diverse Book of Business (BoB), ranging from 30 to 200 accounts depending on the segment. Interviewers look for proven methodologies in prioritizing tasks, automating touchpoints, and maintaining high health scores across a large volume of customers.

Strategic Problem Solving – We assess how you approach customer challenges, particularly around product adoption and churn mitigation. You should be prepared to discuss how you identify root causes of low engagement and the specific tactical plans you implement to reverse those trends.

Communication & Executive Presence – Because you will interact with firm leadership and senior stakeholders, your ability to communicate complex AI concepts in a clear, persuasive manner is vital. Interviewers evaluate your "trusted advisor" persona and your ability to influence decision-makers.

Mission Alignment & Culture Fit – EvenUp is a mission-driven company. We look for individuals who are genuinely motivated by the prospect of using technology to help injury victims. Demonstrating a proactive, "owner" mindset in a high-growth startup environment is essential for success here.

Interview Process Overview

The interview process at EvenUp is designed to be efficient, transparent, and conversational, typically concluding within a two-week timeframe. We prioritize finding candidates who not only possess the requisite account management skills but also thrive in the fast-paced, iterative culture of a high-growth startup. You will find the interactions to be less about "gotcha" questions and more about a mutual exploration of your experience and how it fits the unique needs of our law firm customers.

Expect a process that moves quickly through initial screening to deeper functional discussions. Our philosophy centers on "standard CSM" evaluations but with a heavy emphasis on metrics and KPIs. We want to understand the "how" behind your past successes—how you measured health, how you forecasted renewals, and how you navigated complex organizational structures within your accounts.

The timeline above represents the standard progression from initial interest to offer. Candidates should use this to pace their preparation, focusing heavily on their past performance data during the middle stages and their strategic vision during the final panel or stakeholder rounds.

Deep Dive into Evaluation Areas

Portfolio Strategy and Metrics

This is the core of the Customer Success Engineer role. At EvenUp, you aren't just reacting to emails; you are proactively managing a portfolio. Interviewers will dive deep into your past KPIs and how you structured your day-to-day operations to meet them.

Be ready to go over:

• Portfolio Segmentation – How you categorize accounts by value, risk, or potential.
• Success Plans – Your process for defining and tracking measurable outcomes with a customer.
• Churn Mitigation – Specific strategies used to identify "at-risk" accounts before they reach the renewal window.

Example questions or scenarios:

• "How would you manage a Book of Business consisting of 150–200 individual law firm accounts?"
• "Walk me through your typical quarterly business review (QBR) process for a mid-market client."
• "What specific metrics do you use to determine if a customer is 'healthy'?"

Technical Advocacy and Product Feedback

While this is a success role, the "Engineer" aspect (or the technical nature of our AI platform) requires you to be a product expert. You must be able to translate customer pain points into actionable feedback for our Product and Engineering teams.

Be ready to go over:

• Adoption Analysis – How you use data to identify which features a customer is under-utilizing.
• Feedback Loops – Your method for documenting and advocating for feature requests.
• AI Literacy – Your ability to explain the value of AI-generated legal documents to non-technical users.

Advanced concepts (less common):

• Usage-based pricing models and their impact on success strategy.
• Deep-dive API or integration troubleshooting for enterprise clients.

Revenue Growth and Renewals

At EvenUp, Customer Success owns the renewal process and plays a key role in expansion. You need to demonstrate a commercial mindset without losing your "customer-first" perspective.

Be ready to go over:

• The Renewal Cycle – How you start the renewal conversation and handle negotiations.
• Identifying Upsell Opportunities – Recognizing when a firm’s growth necessitates additional EvenUp products or seats.
• Cross-functional Sales Partnership – How you collaborate with Account Executives to close expansion deals.

Example questions or scenarios:

• "Tell me about a time you successfully turned a renewal conversation into an upsell opportunity."
• "How do you handle a customer who is hesitant to renew due to budget constraints?"

Key Responsibilities

As a Customer Success Engineer, your primary objective is to ensure that your assigned law firms are getting maximum value from the EvenUp platform. This involves a proactive management style where you are constantly analyzing account health and adoption metrics. You will conduct regular check-ins and formal business reviews to align our platform's capabilities with the firm’s specific goals, such as increasing their settlement velocity or improving the quality of their demand packages.

You will act as the primary point of contact and a "trusted advisor" for firm leadership and end-users alike. This means you are responsible for the entire post-sales lifecycle, from initial onboarding and training to the final renewal negotiation. You are the voice of the customer within EvenUp, ensuring that their feedback reaches the Product team to help shape our future roadmap.

Collaboration is a daily requirement. You will work closely with Sales to identify expansion opportunities and with Operations to resolve any delivery or technical challenges. Whether you are managing 30 enterprise firms or 200 SMB accounts, your goal remains the same: driving retention and ensuring that every law firm sees EvenUp as an indispensable part of their practice.

Role Requirements & Qualifications

We look for candidates who combine a strategic mindset with the tactical ability to execute in a high-growth environment.

• Experience Level: 2+ years for SMB, 3+ years for Midmarket, and 5+ years for Enterprise roles in Customer Success or Account Management.
• SaaS Background: A strong understanding of SaaS business models, particularly recurring revenue and usage-based pricing.
• Technical Proficiency: Experience leveraging CRM (Salesforce) and Customer Success Platforms (CSPs) to track health metrics and manage workflows.
• Domain Expertise: While not required, experience in Legal Tech or working directly with law firms is a significant advantage.
• Education: A Bachelor’s degree is required; for Enterprise roles, a JD or MBA is considered a strong plus.

Must-have skills:

• Exceptional presentation and communication abilities, especially when speaking to executive stakeholders.
• Proven ability to manage a large portfolio and deliver measurable retention results.
• Strong problem-solving skills with a proactive approach to customer challenges.

Nice-to-have skills:

• Experience in a fast-paced, venture-backed startup.
• Familiarity with AI or machine learning products.

Frequently Asked Questions

Q: How technical is the Customer Success Engineer role? A: While you don't need to write code, you must have a high "technical curiosity." You need to deeply understand how our AI models process legal data so you can explain the value and troubleshoot adoption hurdles for customers.

Q: What does "closing the justice gap" mean for my daily work? A: It means that every time you help a lawyer use our platform more effectively, you are directly contributing to an injured person receiving a fairer settlement. Our success is measured by the justice we help facilitate.

Q: What is the most challenging part of this role? A: The pace. As a fast-growing startup, priorities can shift, and you will need to manage a high volume of accounts while still providing a "white-glove" feel to your interactions.

Q: Is there travel involved? A: Yes, depending on the segment. Midmarket roles may require up to 25% travel, while Enterprise roles can require 40-50% travel to visit large firms across the U.S.

Other General Tips

• Know Your Numbers: Be ready to discuss your past retention rates, Net Revenue Retention (NRR), and the size of the portfolios you have managed. Precise numbers build credibility.
• Research the Product: Understand the basics of how EvenUp uses AI for demand packages. Showing that you've done your homework on our specific vertical (Personal Injury) will set you apart.
• The "Owner" Mindset: We value people who see a problem and fix it. Share examples of how you improved a process or created a resource that helped your entire team, not just your own accounts.

• Mission First: Law firms can be demanding clients. Demonstrating that you are motivated by our mission to help victims will show that you have the resilience needed for the role.

Summary & Next Steps

The Customer Success Engineer role at EvenUp is a unique opportunity to join a high-growth vertical SaaS leader at a pivotal moment. You will be part of a team that is not only achieving record-breaking business milestones but is also making a tangible difference in the lives of injury victims. By combining your strategic account management skills with a deep understanding of our AI-driven platform, you can help redefine the legal landscape.

To succeed in this process, focus your preparation on your ability to manage scale, your commercial acumen, and your passion for our mission. Be prepared to show, not just tell, how you have driven success in the past using data and strategic partnerships.

The compensation for this role typically includes a competitive base salary, performance-based bonuses, and equity. When reviewing these figures, consider the high-growth nature of EvenUp and the impact that equity can have as we continue to scale. Focused preparation is your best tool for securing a position in this high-impact environment. For more insights into the EvenUp culture and interview patterns, continue exploring our resources on Dataford.