Overview

The Managed Services Customer Success Manager (CSM) is a strategic, client‑facing role responsible for leading the client-side implementation experience, driving adoption of the Managed Services operating model, and ensuring long‑term success for Managed Services clients. This role serves as a trusted advisor to clients, helping them maximize the value of their Managed Services investment through workflow optimization, enablement, standardization, and strategic partnership.

This role acts as the primary liaison between clients and internal teams throughout onboarding, implementation, and ongoing engagement. The Customer Success Manager leads client-facing implementation strategy, workflow alignment, change management, and user enablement while partnering closely with Project Managers and Portfolio Team Leads who retain responsibility for project execution, resource coordination, timelines, and delivery milestones.

The Customer Success Manager champions standardized Managed Services workflows, promotes client self-sufficiency, and helps clients realize measurable business value through scalable, efficient, and sustainable solutions. The role also partners with the Account Management teams to support client retention, account health, and identification of opportunities for expanded service adoption.

Role Alignment & Ownership

The Customer Success Manager owns:

• Client engagement, partnership development, and stakeholder management.
• Client-side implementation strategy and onboarding readiness.
• Workflow consultation, adoption planning, and change management.
• Training, enablement, and self-sufficiency initiatives.
• Post-implementation success, value realization, and account health.
• Documentation ownership and best-practice development.

The Customer Success Manager partners with:

• Project Managers, who own project execution, schedules, scope management, resource coordination, and delivery milestones.
• Portfolio and Delivery Leaders, who maintain operational ownership and delivery accountability.
• Sales and Account teams, who maintain commercial ownership and account strategy.

The Customer Success Manager serves as the connective layer between these groups to ensure client objectives, workflow requirements, and business outcomes remain aligned throughout the engagement lifecycle.

Responsibilities Client Partnership & Success

• Serve as the primary client-facing point of contact throughout implementation and post-implementation phases, building trusted relationships with key stakeholders.
• Own the postimplementation relationship, ensuring ongoing clients adoption, engagement, and measurable value realization.
• Provide regular reporting, status updates, and costsavings analyses in partnership with analysts.
• Act as the voice of the customer by providing strategic guidance, facilitating QBRs, and translating client feedback into actionable recommendations.

Implementation Ownership & Workflow Optimization

• Lead client-side implementation strategy, onboarding readiness, workflow alignment, and change management activities.
• Analyze client processes and recommend workflow improvements that enhance efficiency, consistency, scalability, and user adoption.
• Partner with Project Managers and Delivery Leaders to ensure implementation activities align with client objectives, Managed Services best practices, and successful onboarding outcomes.

Managed Services Adoption & Enablement

• Drive adoption of standardized Managed Services workflows, operational best practices and service capabilities.
• Promote client self-sufficiency through training, documentation, coaching, and workflow guidance.
• Monitor adoption trends and identify opportunities to improve workflow maturity, process standardization, and long-term client success.

Training & Workflow Subject Matter Expertise

• Maintain expertise in supported eDiscovery platforms, emerging technologies, industry trends, and evolving data types.
• Provide workflow consultation and practical platform guidance, and practical recommendations aligned with Managed Services best practices.
• Deliver client training, demonstrations, and enablement programs while partnering internally to validate and programs that support adoption goals.

Documentation Leadership

• Create, maintain, and enhance client-facing documentation, including implementation plans, workflow guides, user materials, playbooks, and bestpractice documentation.
• Maintain the Managed Services Professional Services documentation library and ensure materials remain current as workflows, technologies, and service offerings evolve.
• Drive consistency through standardized templates and knowledge sharing initiatives, partnering with Managed Services leadership to develop and deliver best practices across teams.

Account Health & Strategic Growth Support

• Build a strong understanding of client priorities, utilization trends, and business objectives to support long-term account health.
• Partner with Account and Sales teams to support client retention efforts and identify opportunities for expanded service adoption.
• Contribute client insights, adoption metrics, and recommendations that support account planning and growth discussions.

Cross-Functional Leadership

• Lead initiatives that improve client experience, workflow consistency, operational efficiency, and documentation quality.
• Foster collaboration across Project Management, Managed Review, Data Analytics, Custom Solutions, and Account teams.
• Influence without direct authority while promoting continuous improvement, consistency, and scalability across Managed Services client engagements.

Qualifications

• Bachelors degree required; advanced degree (JD or Masters) preferred.
• 5+ years in eDiscovery, litigation support, customer success, consulting, implementation management, or related client services roles.
• Experience managing client-facing relationships in a technology-enabled services environment.
• Strong technical aptitude with experience in eDiscovery platforms, including RelativityOne, Relativity Server, Everlaw, Reveal or comparable technologies.
• Demonstrated ability to lead client-facing implementations, guide workflow strategy, drive adoption initiatives, and support long-term client success.
• Experience delivering training programs, workshops, presentations, and executive-level communications.
• Proven ability to collaborate across multiple teams and influence outcomes without direct managerial authority.

Skills & Attributes

• Exceptional communication, presentation, and stakeholder engagement skills.
• Strategic, consultative, and customer-focused mindset.
• Strong process improvement, workflow analysis, and documentation capabilities.
• Effective problem solving and critical thinking skills.
• Ability to manage competing priorities in complex client environments.
• Strong business acumen with a focus on value realization and client outcomes.
• Ability to influence and drive alignment across cross-functional teams.

Success Measures

• Successful client onboarding, implementation, and adoption outcomes.
• Strong client satisfaction, engagement, and account health.
• Increased adoption of standardized Managed Services best practices and standardized workflows.
• Demonstrated client value realization and measurable business outcomes.
• High-quality documentation and knowledge sharing contributions.
• Positive stakeholder feedback and effective cross-functional collaboration.
• Contributions to client retention, growth opportunities, and long-tern partnership success.

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