Overview - Customer Success Manager I, II, or III

The Customer Success Manager owns the client relationship after the sale. You are the single accountable point of contact for managed services clients, making sure they get value from our services, issues get resolved fast, and nothing falls through the cracks between our support, infrastructure, and application teams. You will sit in front of our eDiscovery Application Support, IT Support, Infrastructure, and Security teams, translate client priorities into internal action, and hold both sides accountable to commitments. Everything you touch is tracked and documented in our service management platform providing full visibility into where issues and projects stand. Success looks like clients who renew, expand, and refer.

Benefits Include: Medical, Dental, Vision, STD, LTD, Life, 401k, Paid Time Off, 7 Holidays, and Bonus incentives

Compensation: $75,000.00-$120,000.00/Yr pending experience and performance during interview process

Schedule: This is a full time, remote position working regular business hours M-F 8-5 or 9-6. Candidates will flexibility for occasional work outside of regular business hours.

• Own onboarding for new clients and engagements: kickoff, access provisioning coordination, service desk orientation, and confirming clients know how to get help and what to expect
• Serve as the escalation point for client issues, coordinating across support, infrastructure, and security teams to drive resolution and keep the client informed until closure
• Monitor the client's open tickets and requests in Jira Service Management, ensuring SLAs are met, statuses are current, and recurring issues are flagged for root cause follow-up
• Run recurring service reviews (monthly or quarterly depending on account) covering ticket trends, SLA performance, project status, and upcoming needs
• Identify expansion opportunities such as additional services, consulting engagements, or environment growth, and partner with Sales to pursue them
• Manage renewals for assigned accounts, including early identification of at-risk clients and building save plans with leadership
• Act as the voice of the customer internally: share feedback with support and product teams, and advocate for changes that improve the client experience
• Maintain accurate account documentation including contacts, environment details, service scope, and relationship history

Required -

• 3+ years in customer success, account management, or client services, ideally in legal technology, eDiscovery, or managed IT services
• Comfortable operating between technical teams and non-technical client stakeholders, and able to translate in both directions
• Organized and proactive. You track commitments, follow up without being asked, and clients never have to chase you
• Confident communicator who can run a service review with a client executive and an escalation call with an engineer in the same afternoon
• Working knowledge of service desk operations, SLAs, and ticketing workflows (Jira Service Management experience is a plus)
• Familiarity with renewals, upsells, and account expansion motions
• Diploma or GED required, legal authorization to work for any employer in the US required
• Ability to work at computer screen/desk for extended periods of time

Preferred -

• Direct experience supporting law firms or corporate legal departments
• Familiarity with eDiscovery platforms (Relativity, Nuix) or the EDRM lifecycle
• Experience in a managed services or shared services delivery model

Note: The I, II, III levels reflect flexibility based on experience, responsibility, and technical proficiency. Candidates at all levels are encouraged to apply.